L1L2 Application Support Engineer Ellucian Banner

2 weeks ago

Bengaluru Chennai Hyderabad, India Nustar Technologies Full time US$ 60,000 - US$ 1,20,000 per year

L1L2 Application Support Engineer Ellucian Banner

EXP: 3-15yrs

Location: PAN INDIA

  • Bachelors degree in Computer Science, Information Systems, or related field
  • Basic/Medium level understanding of Ellucian Banner Student
  • Understanding of ITIL principles and incident management lifecycle
  • Proficiency in MS Office and common tools (excel, outlook etc.)
  • Knowledge of ticketing systems (Ivanti, ServiceNow, Jira, etc.).
  • Excellent written and verbal communication skills to interact with users and other support teams
  • Ability to provide excellent customer service and build positive relationships
  • Excellent problem-solving, analytical, and communication skills
  • Ability to work independently and manage multiple priorities under tight timelines (manage workload effectively to meet SLAs)
  • Technical skills in debugging .net code, PL-SQL packages, Writing Queries, Providing raw data etc
  • Revised with Banner Forms and Banner Entity Relationship Diagram

L1/L2 will be the first line of support for Ellucian Banner SIS

  • Act as the initial point of contact for users reporting issues with Banner Student and ensuring customer satisfaction through effective communication and timely resolutions.
  • Provide daily, weekly reports on issues by status, age, and severities.
  • Escalation Management: Escalate unresolved incidents to L3 development teams, providing detailed information and contributing to the resolution process.
  • Identifying and logging problem tickets for enhancements
  • Update knowledge base with new solutions, known errors and user guides
  • Educating users on how to avoid recurring issues
  • Banner Student L1/L2 Support role for P1 tickets will involve providing first-level technical support for critical, high-priority issues within Banner Student SIS. This includes:
  • triaging (perform initial diagnosis and step-by-step guidance for common issues/ basic tasks like login failure, UI errors, access problems etc.)
  • prioritizing
  • escalating (complex issues for L2/ L3 teams for details)
  • tracking (track escalated tickets and follow-up to ensure SLA compliance & resolution updates), incidents reported by users, ensuring timely resolution and adherence to service level agreements (SLAs)
  • Collaboration with other support teams (L2/L3) is crucial for complex issues

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