Banner Support Analyst III

Job Title: Banner Software/CRM Support Analyst III
Job Location: REMOTE (and Flexibility to work Eastern to Pacific hours)
Project Duration: 3+ months with possible extension 
Job Summary
Duties:
We are seeking a Banner Software/CRM Support Analyst to join our Global Support Team here at ***.  The successful candidate will utilize their strong communication (both verbal & written) and analytical skills to assist the *** 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 *** customers using troubleshooting and problem-solving skills to resolving application issues. Banner and Colleague applications mostly.
•  Clearly document issues within ***’s tracking system and follow issue progress through resolution.
•  Maintaining basic knowledge of current versions of the Banner and Colleague Applications
•  Quickly establishing rapport, gaining and maintaining credibility with diverse audiences.
•  Following established guidelines and industry best practices to resolve customer issues.
•  Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system.
•  Escalating issues to Senior Support Analysts and Management as appropriate.
•  Develop effective working relationships with other *** staff.
•  Work both independently and as an active, contributing member of a team.
•  Highly organized and able to work on multiple issues at one time.
•  Flexibility to work Eastern to Pacific hours
•  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
 
Skills:
•  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.
 
Product Support
Relevant Degree, Certification and Experience