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Posted: Monday, February 5, 2018 9:12 AM

**Posting Title:**
Software Support Analyst
Customer Success
**\\# of Openings per Req:**
**Role Description:**
location - work from home anywhere in US as long as Pacific time working hours are observed - no travel
The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist the Ellucian Customer Support team in supporting the Banner General product and related solutions, including third party products such as Oracle RDBMS and Oracle Application Server. 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:**
Customer Success
**Job Posting Location(s):**
US-AL-Alexander City, US-AL-Montevallo, US-AZ-Phoenix, US-CA-Aliso Viejo, US-CA-Costa Mesa, US-CA-Irvine, 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-IA-Mason City, US-ID-Boise, US-IL-Chicago, US-IL-Wheeling, 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-Waltham, US-MA-Worcester, US-ME-Biddeford, US-MI-Bay City, US-MI-Detroit, US-MI-Muskegon, US-MI-Port Huron, US-MN-St. Paul, US-MO-Jefferson City, 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-Lawrenceville, US-NJ-Lincroft, US-NJ-Newark, US-NJ-North Bergen, US-NJ-Pemberton, US-NJ-Somerset, US-NJ-Toms River, US-NJ-West Windsor Township, US-NM-Farmington, US-NV-N. Las Vegas, US-NY-Batavia, US-NY-Bronx, US-NY-Dobbs Ferry, US-NY-Manhattan, US-NY-New York, US-NY-Plattsburg, US-NY-Purchase, US-NY-Rochester, US-NY-Ronkonkoma, 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-OK-Tulsa, 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-College Station, US-TX-Frisco, US-TX-Galveston, US-TX-Houston, US-TX-Prairie View, US-TX-San Antonio, US-UT-Salt Lake City, US-VA-Reston, US-VT-Burlington, US-WA-Seattle, US-WI-Fond Du Lac, US-WI-Green Bay, US-WV-Mount Gay, US-WY-Cheyenne
+ Familiarity with the administration, implementation and/or modification of Ellucian Banner software, particularly the Banner General product.
+ Familiarity with Oracle RDBMS and Oracle Fusion Middleware products, particularly on Linux and Windows.
+ Familiarity with troubleshooting Java-based applications.
+ Familiarity with SQL, particularly PL/SQL.
+ Experience in a customer-facing role, particularly as a technical support analyst or consultant.
+ Familiarity with Automic job scheduling and workload automation.
+ Familiarity with programming in Java or Groovy/Grails.
+ Familiarity with Oracle PRO*C and PRO*COBOL program compilation.
+ Familiarity with Ellucian Self-Service modules.
+ Prior work in a higher education setting preferred.
+ Bachelor s degree in Computer Science or related field 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.
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst


• Location: Northern Virginia

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