[Hiring] Technical Support Representative @Jack Henry

Role Description

The Technical Support Representative is responsible for monitoring, troubleshooting, and supporting enterprise batch processing workloads within an IBM z/OS environment. This role ensures the stability, reliability, and performance of critical banking and payment processing applications through workload scheduling, incident management, job flow analysis, batch recovery, and production support activities. The ideal candidate will have strong analytical and problem-solving skills, hands-on mainframe experience, and the ability to support mission-critical operations in a fast-paced environment.

This position may be worked remotely within the United States, with the exception of California. This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.). All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you’ll be responsible for:

• Monitor and manage IBM Workload Scheduler (IWS/TWS) job schedules, dependencies, and workload execution.
• Research, analyze, and troubleshoot batch job failures, processing issues, and performance bottlenecks.
• Develop, maintain, and modify JCL for daily, weekly, monthly, and ad hoc batch processing requirements.
• Investigate batch abends using SDSF and other diagnostic tools; perform job recovery, restart procedures, and root cause analysis.
• Monitor file transmissions and ensure successful processing and timely delivery of critical business files.
• Support high-volume banking and payment processing applications in a production environment.
• Utilize 3270 emulator tools to monitor, analyze, and support z/OS operational activities.
• Collaborate with application development, infrastructure, and business teams to support production releases, projects, and operational stability.
• Identify opportunities for process improvements and automation to enhance operational efficiency.
• Document incidents, resolutions, procedures, and technical support activities.
• May perform other job duties as assigned.

Qualifications

• 4 years of experience supporting IBM z/OS mainframe environments.
• Hands-on experience with IBM Workload Scheduler (IWS/TWS).
• Strong knowledge of Job Control Language (JCL).
• Experience using 3270 emulator tools in a production support environment.
• Knowledge of batch processing operations, monitoring, and scheduling.
• Experience performing job flow analysis, job recovery, and incident resolution.
• Strong troubleshooting and root cause analysis skills.
• Experience monitoring file transmissions and resolving processing issues.
• Working knowledge of VSAM datasets and utilities.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work effectively in a production support environment with critical service-level commitments.

Requirements

• Experience with COBOL and DB2.
• Familiarity with IBM Developer for z/OS (IDz).
• Banking, payment processing, or financial services industry experience.
• Experience supporting SDLC processes and production release activities.
• Knowledge of IBM Utilities and related mainframe tools.
• Exposure to batch performance tuning and workload optimization.
• Experience participating in on-call production support rotations.
• Understanding of enterprise operational monitoring and incident management best practices.

Benefits

• Comprehensive benefits designed to support your physical, mental, and financial health.