Principal Product Support Analyst, Banner Financial Aid (100% remote, Pacific Time Zone)

Unlock Learning For All

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

We are seeking a Principal Banner Financial Aid Software Support Analyst to join our Global Support Team here at Ellucian. The successful candidate will utilize their strong communication (both verbal & written) and analytical skills to assist the Ellucian Action Line team in providing high-quality, front-line support for our Banner Financial Aid customers. This individual will be responsible for working closely with customers by providing both functional support and basic technical support, primarily for their Banner Financial Aid and Financial Aid Self Service product issues. The analyst must demonstrate a commitment to working through complex problems, 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 Ellucian customers using troubleshooting and problem-solving skills to resolving application issues.
• Clearly document issues within Ellucian’s tracking system and follow issue progress through resolution.
• Develop effective working relationships with other Ellucian staff.
• Work both independently and as an active, contributing member of a team.
• Be highly organized and able to work on multiple issues at one time.
• Contribute as an active member of the Ellucian Action Line (Global Support) Team by providing open and honest feedback to others, supporting the rest of the team, and creating an environment of optimism and achievement.
• Maintain a solid understanding of the Banner Financial Aid, Banner Financial Aid Self-Service, and Banner Student Self-Service for Financial Aid and keep up on new functionality.
• Support California customers in specific state grant processing.
• Work hours of 8-5 Pacific Time.
• Participate in a 24x7 rotation schedule to support customers.
  
  

What You Will Bring

• Higher Education experience in Financial Aid.
• Strong understanding of Financial Aid terms and federal regulations.
• Strong understanding of the Banner Financial Aid Admin and Self-Service products (5+ years), including set up and processing functionality.
• Ability to write and troubleshoot complex SQL statements.
• Strong/Proven analytical and troubleshooting skills to effectively address functional and technical issues.
• Analyze and resolve problems quickly.
• Excellent communication skills, both verbal and written. Comfortable leading interactive Zoom (Video) sessions and phone calls with customers to troubleshoot problem areas.
  
  

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
• Headspace Care (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
• Education Assistance Program
• Professional development opportunities