Remote Product Support Analyst - ERP/SIS & SaaS

Ellucian Company L.P.; México; A distancia; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Ellucian Company L.P. is seeking a Product Support Analyst to assist customers with ERP and SIS systems across on-prem and SaaS environments. You will troubleshoot issues, guide institutions through best practices, and collaborate with cross-functional teams to deliver reliable support.

In this role, you will engage with higher education clients, manage cases end-to-end in ServiceNow, and contribute to the transition from on-prem to SaaS while ensuring student success and mission alignment.

Formación

• 2-4 years of ERP/SIS support in on-prem and SaaS environments.
• Strong analytical and troubleshooting skills across ERP/SIS modules.
• Excellent communication to guide clients through complex issues.
• Hands-on ServiceNow experience and full case lifecycle understanding.
• Experience with Linux, checking resources and basic networking.
• Windows Server experience including user management and IIS troubleshooting.
• Understanding of REST APIs; test via Postman or curl.
• Ability to write and interpret SQL queries for troubleshooting.
• Knowledge of relational databases and interacting with DB systems.
• Networking fundamentals: DNS, IP, ports, SSL/TLS, firewalls.
• Cloud/SaaS basics: VMs, cloud networking, storage, identity/access, load balancing.

Responsabilidades

• Provide in-depth ERP/SIS support across functional and technical areas.
• Troubleshoot and resolve client issues across ERP domains.
• Support SIS modules enabling student success.
• Manage client cases in ServiceNow from issue to resolution.
• Collaborate with clients via video calls and written communication.
• Partner with internal teams to share insights and improve support.
• Participate in a rotation for 24/7 global support.

Conocimientos

Analytical

Troubleshooting

Communication

ServiceNow

Linux

Windows Server

REST APIs

SQL

Networking

Cloud/SaaS

Herramientas

Postman

curl

Descripción del empleo

Ellucian Company L.P. is seeking a Product Support Analyst to assist customers with ERP and SIS systems across on-prem and SaaS environments. You will troubleshoot issues, guide institutions through best practices, and collaborate with cross-functional teams to deliver reliable support.

In this role, you will engage with higher education clients, manage cases end-to-end in ServiceNow, and contribute to the transition from on-prem to SaaS while ensuring student success and mission alignment.