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 :

- Debugging .NET code

- Working with PL/SQL packages

- Writing complex SQL queries

- Extracting and analyzing raw data

- Tools : Proficiency in MS Office Suite (Excel, Outlook, etc.) and experience with ticketing systems (Ivanti, ServiceNow, Jira, etc.).

- Familiarity with ITIL principles and incident management lifecycle.

Soft Skills :

- Strong problem-solving and analytical capabilities.

- Excellent written and verbal communication skills.

- Ability to work independently while managing multiple priorities under strict deadlines.

- Strong customer service orientation with a focus on building positive relationships.