[Hiring] Banner Support Analyst III @Iconma Portal

Role Description

Our Client, a Higher Education Technology company, is looking for a Banner Support Analyst III for their Remote location.

A Banner Software/CRM Support Analyst to join our Global Support Team here at Client. The successful candidate will utilize their strong communication (both verbal & written) and analytical skills to assist the Client Action Line team in providing high quality, front line support for our Banner Human Resources customers. This individual will be responsible for working closely with customers by providing both functional support and basic technical support primarily for their Banner Human Resources/Employee Self Service product issues. 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.

Where you will make an impact:

• Provide in-depth support to Client customers using troubleshooting and problem-solving skills to resolve application issues, primarily with Banner and Colleague applications.
• Clearly document issues within Client tracking system and follow issue progress through resolution.
• Maintain basic knowledge of current versions of the Banner and Colleague Applications.
• Quickly establish rapport, gaining and maintaining credibility with diverse audiences.
• Follow established guidelines and industry best practices to resolve customer issues.
• Provide prompt and consistent follow-up on all unresolved issues and record all actions in the approved help desk system.
• Escalate issues to Senior Support Analysts and Management as appropriate.
• Develop effective working relationships with other Client staff.
• Work both independently and as an active, contributing member of a team.
• Be highly organized and able to work on multiple issues at one time.
• Maintain a solid understanding of the Banner Human Resources, Colleague and Employee Self Service process and tools and keep up to date on new functionality.

Qualifications

• Strong understanding of the Banner Human Resources/Employee Self Service products (5+ years), including setup/functionality.
• Must have strong/proven analytical and troubleshooting skills to effectively address functional and technical issues.
• Solid analytical and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work closely with other team members.
• Must be able to analyze and resolve problems quickly.
• Excellent communication skills, both verbal and written.
• Comfortable leading interactive Zoom (Video) sessions, phone calls, and Slack communications with customers to troubleshoot problem areas.

Requirements

• Relevant Degree, Certification and Experience.

Benefits

• Health Benefits.
• Referral Program.
• Excellent growth and advancement opportunities.