Application Support Analyst - Ticketing System

Job Description : Responsibilities :

• Provide application support for Ellucian Banner Student modules, ensuring smooth day-to-day operations.
• Handle user requests, incidents, and problems in line with ITIL principles and established incident management lifecycle.
• Work on ticketing systems (Ivanti, ServiceNow, Jira, etc.) to log, track, and resolve issues effectively.
• Debug application issues involving .NET code, PL / SQL packages, queries, and database interactions.
• Extract, analyze, and provide raw data / reports as per business needs.
• Work with Banner Forms and interpret Banner Entity Relationship Diagrams to identify and resolve functional or technical issues.
• Collaborate with cross-functional teams and escalate complex issues to vendors or higher-level support when necessary.
• Ensure SLA compliance, manage workload efficiently, and prioritize tasks under tight timelines.
• Maintain detailed documentation of issues, resolutions, and system configurations.
• Provide excellent customer service, ensuring clear communication and building positive relationships with stakeholders.

Required Skills & Competencies :

Education : Bachelors degree in Computer Science, Information Systems, or a related field.

Technical Skills :

Soft Skills :

(ref : hirist.tech)