Product Support Analyst Colleague

Ellucian; Deutschland; Remote; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Health coverage

Flexible time off

401k with match

Parental leave

Wellness resources

Education assistance

Zusammenfassung

Ellucian in Germany seeks a highly skilled technical and functional Colleague Finance and/or Human Resources Product Support Analyst to help universities worldwide maximize value from Ellucian Colleague.

You will provide technical support, perform troubleshooting, record issues in ServiceNow, create knowledge base articles, and coordinate with engineering and partner teams to resolve problems. Experience with SQL and APIs and the ability to work 11-8 EST 1–2 days per week are required.

Qualifikationen

• Experience troubleshooting the Ellucian Colleague product.
• Familiarity with Colleague Finance and/or HR business processes to handle problem recognition, research, isolation, resolution, and follow-up.
• Ability to independently deal with complex problems.
• Familiarity logging and tracking complex cases using the ServiceNow database and maintaining historical records and related problem documentation.
• Experience working with SQL and APIs.
• Availability to work from 11-8 EST 1-2 days a week (no more than 3).

Aufgaben

• Provide technical support to Ellucian Colleague system users, internal Ellucian staff, and partner staff.
• Perform technical troubleshooting covering Colleague Finance and/or HR issues, performance, and product-related problems.
• Use company tools to record information about the technical infrastructure, problem reports, troubleshooting steps, and resolutions.
• Contribute to knowledgebase articles to improve customer self-help.
• Coordinate problem resolution with team members, engineering, testing, and partners.
• Participate in defining and implementing processes addressing customer questions and ideas.
• Contribute as a member of the customer experience team with openness and collaboration.

Kenntnisse

Colleague product troubleshooting

Colleague Finance/HR processes

Independent problem solving

ServiceNow case logging

SQL

APIs

11-8 EST availability

Tools

ServiceNow

SQL

APIs

Jobbeschreibung

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. 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.

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. This role suits an advocate for the customer experience who believes in the transformative power of higher education and wants to join a team of highly skilled and high-performing analysts.

Where You Will Make an Impact

• Provide technical support and expertise to Ellucian Colleague system users, internal Ellucian staff, and the support staff of partner companies.
• Perform technical troubleshooting covering Colleague Finance and/or Human Resources, performance, and product-related issues.
• Use company tools and software to record information about the technical infrastructure, problem reports, troubleshooting steps and processes, and resolution steps for customer-reported issues.
• Contribute to continually improving customer self-help through the publication of technically accurate knowledgebase articles.
• Coordinate problem resolution with other team members, escalation resources, Ellucian engineering, Ellucian testing, and partner companies to ensure open communication of issues and resolutions.
• Participate in the definition and implementation of processes to address questions, concerns, and ideas from customers.
• Contribute as an active member of the Ellucian customer experience team by providing open and honest feedback, supporting the team, and fostering an environment of optimism and achievement.

What You Will Bring

• Experience troubleshooting with the 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 the ServiceNow database and maintaining historical records and related problem documentation.
• Experience working with SQL and APIs.
• Availability 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
• 401k with match and BrightPlan financial planning support
• Parental leave and charitable days to support the community
• Wellness resources including Headspace Care and Wellbeats virtual fitness classes
• Education Assistance Program and professional development opportunities