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Functional Analyst

  • Salary: Negotiable
  • Job type: Contract
  • Location:
  • Sector: Infrastructure & Support
  • Date posted: 08/03/2017
  • Job reference: J363086A

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Functional Analyst


Functional Analyst - Banner 8 Application Support

Reporting to

Service Delivery Manager


Managed Services


Co. Dublin

Purpose of Position

To effectively work as part of the Functional Support Team providing customer specific critical and non critical Banner support.

Scope of Position

To work on a daily basis with other team members and the customer and communicate / share knowledge as required.

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. 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
  • Excellent team player
  • Resourceful, self-educating and self-motivating
  • Influences effectively internally and with external decision makers
  • Identifies and focuses on the key priorities
  • Participates in and meets deadlines in team project and tasks
  • Delivers on their commitments
  • Works well under pressure
  • Works well as part of a team
  • Shares knowledge and best practice
  • Strong organization and time management skills
  • Documentation of processes and procedures
  • Actively seeks feedback in order to enhance their effectiveness
  • Excellent communication skills
  • Positive, "can-do" attitude