Human Capital Management Systems


Framingham State University uses a portfolio of different Human Capital Management information systems for recruiting, hiring, onboarding, position management, performance reviews, workforce development, time and attendance, payroll, benefits administration, and offboarding.  ITS provides administrative, management, and technical support for Banner Human Resource and Faculty Load and Compensation (FLAC) modules.  The support provided by ITS for HRCMS and departmental HR systems is limited to different types of integration with Banner and/or identity and access management systems.  The management of departmental systems are the responsibility of administrative offices and HRCMS is supported by the Commonwealth of Massachusetts IT organization.  While these systems may be hosted locally within the University’s data center or in the cloud, ITS provides the essential technological infrastructure (e.g. network connectivity), varying levels of integration, basic troubleshooting, and security oversight.  The support provided by the University’s ITS organization includes the following:

System Implementation and Configuration (Banner Only):

  • Assist with initial system setup and configuration
  • Coordinate with stakeholders to define and implement business processes
  • Modify the system to meet institutional requirements

User Management and Security (Banner Only):

  • Manage user accounts, access controls, and permissions
  • Implement and maintain role-based access control
  • Monitor system security and safeguard sensitive information

System Integration:

  • Integrate Banner with other institutional systems and Commonwealth of Massachusetts information systems
  • Develop and maintain interfaces

System Upgrades and Maintenance (Banner Only):

  • Plan and coordinate periodic updates to the system with new features and enhancements
  • Perform routine system maintenance and troubleshooting
  • Provide guidance on system architecture and best practices

Training and Support (Banner Only):

  • Offer documentation, training programs and consultative support for users of the system
  • Provide ongoing technical support, troubleshooting, and issue resolution
  • Facilitate user group meetings and forums for knowledge sharing

Vendor Management and Liaison (Banner Only):

  • Coordinate with Ellucian for product updates, support, and licensing
  • Manage vendor relationships and escalate issues as needed
  • Facilitate communication between the institution and Ellucian

Continuous Improvement (Banner Only):

  • Monitor system performance and user satisfaction
  • Identify opportunities for process improvement and optimization to meet institutional needs
  • Collaborate with stakeholders to implement system enhancements and innovation

Administrative office responsibilities include:

  • Vendor management and contract administration (Departmental Systems)
  • Day-to-day administration and operation
  • Coordinating user access and privileges
  • Managing system upgrades and configurations in coordination with ITS and third parties (Departmental Systems)
  • Ensuring data accuracy and integrity
  • End-user support including documentation, training, and assistance with resolving incidents and fulfilling requests (e.g. reporting, etc.)
  • Working with ITS and/or directly with third parties as necessary to troubleshoot and resolve anything specific to the software and/or integration with other systems



Faculty and Staff:

  • Authorized full-time and part-time faculty members and administrative staff can submit requests and incidents for system access, reporting, data updates, troubleshooting, and other Banner-related services.
  • Requests for new features or enhancements may be submitted, provided they align with institutional priorities and are approved by the appropriate department or unit.

Student Workers and Graduate Assistants:

  • Student workers and graduate assistants may submit requests and incidents related to their job functions and responsibilities, as long as they have the necessary permissions and supervisor approval.
  • These users should follow the established protocols for submitting requests and ensure that their requests are related to their job duties and comply with institutional policies.

Third-Party Partners and Vendors:

  • Authorized third-party partners and vendors may submit requests and incidents related to system integration, data exchange, or other collaboration efforts, provided they have a contractual agreement with the institution.
  • These requests should follow the appropriate channels and be submitted according to the established guidelines and procedures.

Conditions for Submitting Requests and Incidents:

  • Eligible users must submit requests and incidents through the designated IT service request portal, help desk, or other specified methods outlined by the University’s ITS organization.
  • Requests and incidents must be clearly described, with relevant details and context provided to facilitate efficient resolution.
  • Users must adhere to institutional policies, guidelines, and data privacy regulations when submitting requests and incidents.


Features and Benefits

By offering a wide range of services, Framingham State University’s ITS organization contributes to the overall success of the institution’s efforts to optimize human capital management.  Key features and benefits of these services include:

Streamlined Operations:

  • Efficiently manage core human resource functions
  • Enhance productivity through automation and process improvement
  • Facilitate data-driven decision-making

Comprehensive System Management (Banner Only):

  • Oversee system implementation, configuration, and customization
  • Maintain security, user management, and access control
  • Manage system upgrades, maintenance, and troubleshooting

Seamless Integration:

  • Enable smooth integration with other institutional systems
  • Facilitate data exchange and collaboration between departments
  • Leverage APIs and data interfaces for streamlined workflows

Robust Data Management and Reporting (Banner Only):

  • Ensure data accuracy, integrity, and compliance
  • Provide custom reporting and dashboards to support informed decision-making
  • Implement data migration, backups, and recovery plans

Training and Support (Banner Only):

  • Offer training programs and resources to enhance user proficiency
  • Provide ongoing technical support and issue resolution
  • Foster collaboration and knowledge sharing through user forums

Vendor Management and Liaison (Banner Only):

  • Effectively coordinate with vendors for product updates, support, and licensing
  • Manage vendor relationships and escalate issues as needed
  • Serve as a communication bridge between the institution and vendors

Continuous Improvement (Banner Only):

  • Monitor system performance and user satisfaction
  • Identify and implement process improvements and optimizations
  • Stay current with industry trends and best practices



Authorized User Status:

  • Requester must be an authorized user, such as a faculty member, staff, student worker, graduate assistant, student, or third-party partner/vendor with a valid affiliation to the University.

System Access and Permissions:

  • Requester must have the necessary system access and permissions relevant to the request or incident being submitted.

Supervisor or Department Approval:

  • If applicable, requester must obtain approval from their supervisor or department head before submitting a request or reporting an incident.

Adherence to Institutional Policies and Guidelines:

  • Requester must follow the University's policies, guidelines, and data privacy regulations when submitting requests and reporting incidents.

Use of Designated Channels:

  • Requests and incidents must be submitted through the appropriate channels, such as the IT service request portal, service desk, or other methods outlined by the information technology services organization.

Clear and Detailed Description:

  • Requester must provide a clear and detailed description of the request or incident, including relevant context, steps to reproduce (if applicable), and any supporting documentation or screenshots.

Prioritization and Urgency:

  • Requester should indicate the priority and urgency of the request or incident, following the established guidelines and escalation procedures provided by the ITS organization.

By meeting these prerequisites, users can help ensure efficient and effective handling of their requests and incidents.


Requesting the Service

Staff who require technical assistance with a Banner form or process please click on "Request Assistance".  If your request is "How to", please enter a request through the Ellucian Action Line.


Related Documentation
  • Framingham State University Acknowledgement of Confidentiality and Appropriate Use of Social Security Numbers
  • Operational Plan for Managing Administrative and Student Information Systems
  • Service Description for Data Management and Reporting
  • Service Description for Integration Services
  • Standards for Administrative and Student Data
  • Stewardship of Information Policy
  • Frequently asked questions (FAQs): A list of commonly asked questions and answers related to typical issues and concerns (a.k.a. knowledge articles)


Fulfillment Target

To ensure a high level of service, the following fulfillment targets have been established for resolving incidents and fulfilling requests:

Priority 1 - Critical incidents: Resolution within 4 hours

  • System-wide outages or significant performance degradation affecting a large number of users
  • Issues causing major disruption to critical business processes

Priority 2 - High-priority incidents: Resolution within 8 hours

  • Issues affecting multiple users or key functions, but with workarounds available
  • Problems causing moderate disruption to business processes

Priority 3 - Medium-priority incidents: Resolution within 3 business days

  • Issues affecting individual users or minor functionality, with workarounds available
  • Problems causing minimal disruption to business processes

Priority 4 - Low-priority incidents and requests: Resolution within 5-10 business days

  • General inquiries, feature requests, or minor issues with minimal impact on users or business processes

Please note that these fulfillment targets serve as guidelines, and actual resolution times may vary depending on the complexity of the issue, available resources, and other factors. ITS will strive to keep users informed of the progress and status of their requests and incidents throughout the resolution process.


Request Assistance


Service ID: 53494
Tue 5/23/23 8:40 AM
Thu 6/1/23 11:27 AM