Technical Software Supp Analyst-Banner Document Mgmt System -REMOTE

Posting Title:
Technical Software Supp Analyst-Banner Document Mgmt System -REMOTE
Customer Success
\# of Openings per Req:
Role Description:
travel - ZERO%
this is a technical software support analyst role - seeking someone that has EXP WITH BANNER DOCUMENT MANAGEMENT SYSTEM.
The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist the Ellucian Customer Support team in supporting the Banner Document Management product and related solutions, including third party products such as OpenText Application Xtender. This individual will be responsible for working closely with clients and other Ellucian employees to provide deep technical support for issues arising during the deployment and ongoing use of the Ellucian products. The analyst must demonstrate a commitment to working through complex problems and complete tasks with a high level of accuracy and focus on satisfying the customer. Some on-call (after business hours) work required.
Core Functions:
+ Provide in depth support to Ellucian clients and employees in troubleshooting and resolving issues
+ Document issues and solutions within Ellucian?s tracking system and follow issue progress through resolution
+ Develop effective working relationships with other Ellucian staff
+ Work closely with other Ellucian Customer Support team members to deliver outstanding support for clients
+ Work both independently as needed and as an active, contributing member of a team.
+ Actively contribute and work to improve customer self-help through the publication of technically and funcitonally accurate knowledge base articles.
Auto req ID:
Positions Remaining:
Business Unit:
Global Support
Job Posting Location(s):
US-AZ-Phoenix, US-CA-Aliso Viejo, US-CA-Costa Mesa, US-CA-Los Angeles, US-CA-San Francisco, US-CA-Tustin, US-CA-Victorville, US-CO-Denver, US-CT-New London, US-CT-West Hartford, US-DE-Dover, US-FL-Choctaw Beach, US-FL-Crewview, US-FL-Fort Walton Beach, US-FL-Lake Mary, US-FL-Maitland, US-FL-Melbourne, US-FL-Niceville, US-FL-Pensacola, US-GA-Atlanta, US-ID-Boise, US-IL-Chicago, US-IN-Indianapolis, US-KS-Kansas City, US-KS-Topeka, US-KY-Lexington, US-MA-Andover, US-MA-Danvers, US-MA-Lowell, US-MA-Shrewsbury, US-MA-Worcester, US-ME-Biddeford, US-MI-Bay City, US-MI-Detroit, US-MI-Grand Rapids, US-MI-Muskegon, US-MI-Port Huron, US-MO-Sedalia, US-MS-Clarksdale, US-MS-Cleveland, US-MS-Gautier, US-MS-Gulfport, US-MS-Jackson, US-MS-Perkinston, US-MS-Poplarville, US-MT-Helena, US-NC-Asheville, US-NC-Belmont, US-NC-Charlotte, US-NC-Hickory, US-NC-Winston-Salem, US-NE-Lincoln, US-NH-Nashua, US-NJ-Cranford, US-NJ-Englewood, US-NJ-Hackettstown, US-NJ-Hoboken, US-NJ-Jersey City, US-NJ-Lakewood, US-NJ-Lincroft, US-NJ-Newark, US-NJ-North Bergen, US-NJ-Paramus, US-NJ-Pemberton, US-NJ-Somerset, US-NJ-Toms River, US-NJ-West Windsor Township, US-NV-N. Las Vegas, US-NY-Albany, US-NY-Batavia, US-NY-Dobbs Ferry, US-NY-Manhattan, US-NY-New York, US-NY-Plattsburg, US-NY-Purchase, US-NY-Rochester, US-NY-Stone Ridge, US-NY-Washington Heights, US-OH-Anthems, US-OH-Cleveland, US-OH-Columbus, US-OH-Nelsonville, US-OH-Tiffin, US-OH-Yellow Springs, US-OR-Salem, US-PA-Cheyney, US-PA-Glenside, US-PA-Immaculata, US-PA-Malvern, US-PA-Media, US-PA-Pittsburgh, US-Remote, US-SC-Columbia, US-TN-Chattanooga, US-TN-Nashville, US-TX-Alpine, US-TX-Austin, US-TX-College Station, US-TX-Frisco, US-TX-Houston, US-TX-Prairie View, US-TX-San Antonio, US-VA-Reston, US-VT-Burlington, US-WA-Seattle, US-WY-Cheyenne
+ Familiarity with the administration, implementation and/or modification of Ellucian Banner software, particularly the BANNER DOCUMENT MANAGEMENT SYSTEM
+ Familiarity with SQL, particularly PL/SQL.
+ Famiiarity with CRM (Salesforce is a plus to have)
+ Familiarity with basic network troubleshooting and with SSL preferred.
+ Familiarity with Oracle database administration preferred.
+ Familiarity with Microsoft Windows Server and IIS administration
+ Experience in a customer-facing role, particularly as a technical support analyst or consultant.
+ Prior work in a higher education setting preferred.
+ Bachelor?s degree in Computer Science or related field preferred.
+ Excellent written and verbal communication skills.
+ Ability to work effectively in a fast-paced environment and to manage and to prioritize the backlog of work accordingly.
+ Ability to handle escalated issues and to manage difficult clients while working toward issue resolution.
+ Ability to collaborate effectively with other teams within Ellucian.
+ Familiarity with OpenText Xtender products, particularly Application Xtender.
+ Familiarity with troubleshooting Java and Groovy-based applications.
+ Familiarity with REST APIs.
+ Familiarity with Tomcat and Linux preferred.
Company Information:
Ellucian is the world?s leading provider of software, services and insight to higher education. Ellucian helps the higher education community?students, faculty, and staff?achieve their goals more efficiently, effectively, and with reduced risk. Ellucian?s comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian?s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education.
Functional Area:
Customer Success
Primary Location:
We?re inclusive
All qualified applicants will receive consideration for employment at Ellucian without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.

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