Ellucian Banner Managed Services - Project Manager

Submit your resume only in english
Advanced English (B2+) Mandatory
Position Remote
Contract type: 6-month contractor (with the possibility of extension)
Project Manager – Ellucian Banner Managed Services
Engagement Type: Ellucian Banner 9x Administration, Delivery & Governance
Location: Canada/Latin America
Role Summary
Kastech is seeking a Banner-experienced Project Manager to oversee service delivery across two managed services engagements. The role will serve as the primary coordination point for customers and Kastech teams, ensuring effective request intake, SLA management, resource coordination, reporting and scope control.
The candidate must understand the Ellucian Banner ecosystem well enough to assess requests, coordinate technical teams and determine when specialized support is required.
Key Responsibilities
Manage service delivery, governance and customer communication across both accounts.
Maintain the ticketing system as the single source of truth for requests, priorities, ownership and status.
Coordinate Banner DBA, Oracle, infrastructure and partner-provided NOC teams.
Track SLAs, incidents, escalations, backlog, risks and service performance.
Ensure primary and backup resource coverage.
Distinguish routine support from enhancements, upgrades and out-of-scope work.
Maintain status reports, service metrics, RAID logs and decision records.
Identify additional customer needs and support account-growth opportunities with QuickLaunch.
Required Qualifications
8+ years of IT project management or managed-services delivery experience.
Strong working knowledge of Ellucian Banner and Oracle environments.
Experience managing application support engagements with defined SLAs.
Experience coordinating onshore and offshore technical teams.
Strong customer communication, governance and escalation-management skills.
Proficiency with ConnectWise, ServiceNow, Jira or similar ticketing platforms.
Preferred Qualifications
Higher Education and Banner managed-services experience.
Familiarity with Banner administration, OCI and 24x7 support operations.
PMP, ITIL or equivalent certification.
Success Criteria
Consistent adherence to SLAs and delivery commitments.
Clear ownership and traceability of all customer requests.
Timely resolution and communication of incidents and risks.
Strong customer satisfaction, scope control and account growth.

Work arrangement
Yes