L1L2 Application Support Engineer – Ellucian Banner

Role: L1L2 Application Support Engineer – Ellucian Banner

Exp: 3-15yrs

Location: PAN INDIA

JD

• Bachelor’s 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