Functional Analyst – Banner 8 Application Support

Position Responsibilities

The Functional Analyst is responsible for the Banner application which is an Oracle-based Student record system which uses Internet-native technology. Banner provides solutions for student information management that can be used throughout all phases of a student’s interaction with the Institutes from initial contact to graduation. The position involves taking ownership of customer support issues as assigned, providing feedback and updates on issues to customers, developing knowledge of customer business procedures, and ensuring all Service Level Agreements are met.

Background & Experience

*An Cheim is a Managed Service Account, the service our client provides is very specific in terms of functional expertise around the Banner 8 Application (see www.sungardhe.com for more information). An Cheim in turn provide a service to 14 Institutes of Technology (IOTs)
*At least 2 years experience in an Application Support role, providing 1st/2nd level support. Previous experience in an Education environment would be an advantage.
*Banner 8 Experience possibly gained at a third level establishment such as a university
*Knowledge of Oracle Forms and Reports (Banner 8 currently using Oracle 10g) and also Oracle Discoverer
*Banner is using more Self Service technology (Web-based) – pilot underway for payments via Web with one institute for example.
*Ability to work on own initiative with an expectation to self learn and expand knowledge of what is a relatively complex environment
*Be capable of conducting training needs analysis and creating and delivering end user training sessions (within the Institutes). Create/update training manuals and user guides
*Be capable of creating functional specs and release notes
*Compliance and support the overall change request process and release management process

Key skills

*Strong customer service and communication skills
*Strong analytical skills
*Business analysis skills
*Demonstrated ability to drive & solve application support issues through to completion
*Ability to interpret functional specifications
*Perform functional testing
*Technical understanding and appreciation
*Basic SQL
*Basic understanding of relational database systems

Key responsibilities

*Drive & solve application support issues through to completion
*Analysis of bugs in Banner application
*Liaise with Technical/Development team
*Identify opportunities to improve Banner configuration
*Interface with customers/Institutes
*Work with set of defined standards
*Proven track record
*Identifying and communicating problems and recommending solutions
*Meet agreed Service Level Agreements
*Meet test deadlines
*ITIL Aware