Auto req ID 939BR
Posting Title Senior Software Support Analyst
Functional Area Customer Success
Job Posting Location(s) IN-BG-Bangalore
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.
Position Responsibilities Provide technical expertise to Ellucian Banner Document Management administrators, users , internal Ellucian staff and to the support staff of partner companies.
Perform technical troubleshooting covering installations, upgrades, data migrations, interoperability and product related issues.
Effectively use company tools and software to record information about the technical infrastructure and problem reports from customers.
Actively contribute and work to continually improve customer self-help through the publication technically accurate knowledge base articles.
Coordinate problem resolution with other team members, escalation resources, Ellucian engineering, Ellucian testing and partner companies to ensure open communication of issues and resolutions.
Where needed, mentor and train less experienced staff in one’s own areas of expertise.
Work with minimal direction to master new technologies incorporated into or related to the products the team handles. Develop tools and troubleshooting techniques as needed to improve the team’s overall efficiency in handling issues.
Participate in the definition and implementation of processes to address all questions, concerns and ideas of customers that are submitted electronically or by phone.
Contribute as an active member of the Ellucian technical team by providing open and honest feedback to others, supporting the rest of the team and creating an environment of optimism and achievement.
Position Requirements Required Skills/Knowledge/Experience:
In order of priority:
Experience with IIS server configuration and monitoring tools
Experience working with Windows (2008 and 2012) and Unix/linux operating systems
General Familiarity with networking and Internet protocols
Ability to debug Oracle SQL or PL/SQL
Knowledge of Oracle RDBMS
Strong analytical and troubleshooting skills, Ability to work independently and in a team environment
Experience working with web applications (web server administration, html, etc.)
Must possess strong organizational, interpersonal & communications skills
Desired Skills/Knowledge/Experience:
Banner and EMC ApplicationXtender Document Management experience a plus
General knowledge of Windows Domain and Active Directory
Experience with storage technologies will be a plus
Experience in providing consultation for highly technical enterprise software.
Experience working with a wide variety of international clients a plus.
Understanding of the technical building blocks of any Content Management system
Programming skills (any language)
Experience with any document scanning and indexing solutions
Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience.
BS in Computer Science or related field highly preferred.