Product Support Analyst

About Ellucian
Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.
About The Opportunity
Ellucian is seeking a highly-skilled technical and functional Colleague Finance and/or Human Resources Product Support Analyst to work with universities across the globe. If you are an advocate for the customer experience, if you believe in the transformative power of higher education & want to join a team of highly skilled and high-performing analysts try joining our team.
Where you will make an impact
Providing technical support and expertise to Ellucian Colleague system users, internal Ellucian staff and to the support staff of partner companies
Performing technical troubleshooting covering Colleague Finance and/or Human Resources, performance, and product-related issues
Effectively using company tools and software to record information about the technical infrastructure, problem reports, troubleshooting steps and processes and resolution steps for customer reported issues
Actively contributing and working to continually improve customer self-help through the publication of technically accurate knowledgebase articles
Coordinating problem resolution with other team members, escalation resources, Ellucian engineering, Ellucian testing, and partner companies to ensure open communication of issues and resolutions
Participating in the definition and implementation of processes to address all questions, concerns, and ideas from customers
Contributing as an active member of the Ellucian customer experience team by providing open and honest feedback to others, supporting the rest of the team and creating an environment of optimism and achievement
What You Will Bring
Experience troubleshooting with Ellucian Colleague product
Familiarity with Colleague Finance and/or Human Resources business processes to handle problem recognition, research, isolation, resolution, and follow-up for unique user problems.
Ability to independently deal with complex problems
Familiarity logging and tracking complex cases using ServiceNow database and maintaining historical records and related problem documentation
Experience work with SQL and APIs
Must be able to work from 11-8 EST 1-2 days a week (no more than 3).
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 support
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

Work arrangement
Yes