Product Specialist

Position Summary

We are seeking a highly experienced Senior Manager – Jack Henry Application Support & Digital Banking Platforms to provide onsite leadership and production support for the bank's Jack Henry application ecosystem, including Synergy, Argo Keys, Banno, Commercial Center, Teller, iPay, Pep+, and related banking applications. This role serves as the primary subject matter expert (SME) and escalation point for critical Jack Henry production support, document management, teller operations, digital banking services, workflow automation, and batch processing.

The successful candidate will partner with business users, operations teams, infrastructure teams, vendors, and offshore support teams to ensure operational stability, regulatory compliance, and business continuity across the bank's core banking environment. The role requires strong expertise in Jack Henry products, production support governance, workflow automation, incident management, and banking operations.

• Serve as the primary support lead for Jack Henry Synergy document management, reporting, and document capture solutions.
• Monitor and validate daily document capture batches and reporting processes.
• Lead incident resolution for reporting failures, image capture issues, document retrieval problems, and integration failures.
• Partner with business users, operations teams, and vendors to ensure uninterrupted service delivery.
• Maintain operational procedures, support documentation, and audit artifacts.

• Provide primary support for Argo Keys authentication, teller access, and platform security administration.
• Manage user provisioning, access-related incidents, and lifecycle administration.
• Coordinate application upgrades, configuration changes, and security-related initiatives.
• Support compliance and audit requirements related to user access controls.

Serve as primary support lead for Jack Henry digital banking solutions including:

• Banno Digital Banking
• Commercial Center
• Teller Platform
• iPay
• Pep+
• Other customer-facing and branch-facing banking applications

Responsibilities include:

• Production support and incident management
• User issue resolution
• Vendor coordination
• Application monitoring and operational governance
• Change and release support

• Perform daily Start-of-Day validation activities.
• Review Synergy capture batch processing status.
• Monitor Service Now queues and prioritize production incidents.
• Ensure completion of critical banking operational processes.
• Identify and elevate potential operational risks before business impact occurs.

• Support and govern enterprise job scheduling and workflow automation platforms.
• Monitor automated banking workflows and batch execution processes.
• Troubleshoot workflow failures and coordinate remediation activities.
• Participate in application migrations, modernization programs, and operational enhancements.
• Maintain production scheduling standards and operational controls.

• Support integrations between Jack Henry platforms and downstream banking applications.
• Assist in troubleshooting middleware and API-related issues.
• Support interface monitoring and data reconciliation activities.
• Coordinate with development teams and vendors on application enhancements and defect resolution.

• Participate in Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises.
• Support month-end, quarter-end, and year-end validation activities.
• Execute DR test plans and production recovery procedures.
• Ensure operational readiness for audit and regulatory reviews.

• Act as primary liaison between business users, operations teams, technology teams, and Jack Henry vendors.
• Lead incident bridge calls for high-priority production issues.
• Provide regular status updates to leadership and stakeholders.
• Coordinate release planning, implementation activities, and post-implementation reviews.
• Present Root Cause…