Product Support Analyst

Ellucian; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive health coverage

Flexible time off

401k with match

Parental Leave

Telemedicine

Job summary

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, you will join a team of high-performing analysts to troubleshoot Colleague Finance/HR issues and resolve complex problems.

You will publish knowledge articles, collaborate with Ellucian engineers and partner staff, and help ensure a smooth, scalable support experience for a

Qualifications

• 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).

Responsibilities

• Provide technical support and expertise to Ellucian Colleague system users, internal Ellucian staff and to the support staff of partner companies
• Perform technical troubleshooting covering Colleague Finance and/or Human Resources, performance, and product-related issues
• Effectively 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
• Actively contribute and work to continually improve 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 all questions, concerns, and ideas from customers
• Contribute 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

Skills

Colleague troubleshooting

Colleague Finance/HR processes

Independent problem solving

ServiceNow experience

SQL & APIs

Tools

ServiceNow

SQL

APIs

Job description

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

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