Senior Technical Consultant
Ellucian
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Benefits offered by this job
Job summary
Ellucian is seeking a Senior Consultant to independently lead technical investigations for the Managed Services client community. You will guide customers through difficult scenarios, coordinate resources, and drive issues to resolution across multiple teams, applying deep problem-solving and consultative leadership.
The role requires strong JavaScript, API, and integration experience, plus the ability to communicate clearly with technical and non-technical stakeholders.
Qualifications
- Typically 5+ years of relevant experience in application development or technical consulting.
- Strong experience with modern JavaScript technologies (ReactJS, NodeJS) and reading/troubleshooting code.
- Experience consuming REST APIs with authentication and payload validation using tools like Postman or Insomnia.
- Experience troubleshooting inbound/outbound system integrations and tracing failures across layers.
- Experience with Git and disciplined change management.
- Experience using generative AI tools for troubleshooting, design, prototyping, and documentation.
- Knowledge of AI solution patterns such as MCP servers, tool calling, and prompts design.
- Working knowledge of SQL with PostgreSQL and/or Oracle PL/SQL desirable.
- Experience with GraphQL desirable.
- Experience with help desk/incidents or ticketing systems desirable.
- Strong English communication and consulting skills.
Responsibilities
- Lead investigation and resolution of complex issues from discovery to closure.
- Perform root-cause analysis across app, API, integration, data, and code layers.
- Lead customer discovery and translate findings into actionable requirements.
- Develop and evaluate multiple solution approaches considering risk and maintainability.
- Prototype, design, test, and debug apps, integrations, and reports across tiers.
- Analyze logs, API payloads, and data to identify defects and corrective actions.
- Provide advanced technical consultation for Ellucian products and services.
- Lead customer-facing technical conversations and manage expectations.
- Coordinate resolution across internal and customer teams across boundaries.
- Mentor Consultants and share troubleshooting approaches.
- Identify recurring patterns and suggest preventive improvements.
- Create high-quality technical documentation and reusable guidance.
- Demonstrate strong consultative behaviors and clear communication.
Skills
Tools
Job description
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.
The Senior Consultant combines broad technical expertise, structured problem solving, and consultative leadership to resolve complex customer challenges for the Ellucian Managed Services client community. The role independently leads technical investigations, guides customers through difficult or ambiguous situations, and coordinates the people and resources required to drive issues through resolution.
The work ranges from advanced troubleshooting and break/fix support to solution design, application development, integrations, reporting, scripting, and technical process improvement. This is a customer-facing role requiring strong technical judgment, ownership, communication, influence, and the ability to work effectively across multiple teams.
Prior Higher Education or Ellucian product experience is not required. Senior Consultants are expected to rapidly build domain and product knowledge and apply it to increasingly complex customer situations.
- Independently lead the investigation and resolution of complex, ambiguous, or high-impact technical issues from discovery through validation and closure.
- Use structured root-cause analysis to isolate problems across application, API, integration, configuration, data, database, and code layers, forming and testing hypotheses until the underlying cause is understood.
- Lead customer discovery and business-process review discussions to distinguish symptoms from underlying business or technical problems and translate findings into actionable solution requirements.
- Develop and evaluate multiple solution approaches, considering customer impact, technical risk, maintainability, scalability, supportability, and time to resolution.
- Prototype, design, refine, test, and debug applications, integrations, reports, scripts, and other technical solutions, including complex changes that span multiple application tiers or systems.
- Analyze code, logs, API payloads, integration behavior, data, and configuration to identify defects, integration failures, performance concerns, or implementation gaps and determine appropriate corrective action.
- Provide advanced technical consultation and support for Ellucian products and services, including Ethos, Banner Extensibility, Ellucian Experience, Ethos Data Connect, Banner Self-Service, and related solutions.
- Lead customer-facing technical conversations during complex or high-impact situations, setting expectations, communicating risk and tradeoffs, de-escalating concerns when necessary, and maintaining confidence in the resolution process.
- Coordinate resolution across multiple internal or customer teams, clarify ownership and dependencies, and ensure technical issues continue moving toward closure even when responsibility crosses organizational boundaries.
- Exercise sound judgment in prioritizing competing issues, determining when escalation is required, and presenting a concise technical assessment with evidence, impact, recommended next steps, and unresolved risks.
- Mentor and support Consultants and other team members by sharing troubleshooting approaches, reviewing proposed solutions, coaching through complex investigations, and strengthening team technical capability.
- Identify recurring issue patterns and recommend preventive improvements to documentation, monitoring, processes, architecture, or solution practices.
- Create and maintain high-quality technical documentation, reusable troubleshooting guidance, and knowledge that improves consistency and reduces future time to resolution.
- Demonstrate strong consultative behaviors including active listening, influence without authority, adaptability, accountability, curiosity, composure, and clear communication with both technical and non-technical stakeholders.
- Typically 5+ years of relevant experience in application development, technical consulting, production support, integrations, or related work, with demonstrated ownership of complex technical problems.
- Strong experience with modern JavaScript technologies such as ReactJS, NodeJS, and ES5/ES6 JavaScript, with the ability to read, troubleshoot, and modify code in support of problem resolution.
- Strong experience consuming, testing, and troubleshooting REST APIs, including authentication, request/response analysis, payload validation, and error diagnosis using tools such as Bruno, Postman, or Insomnia.
- Demonstrated experience troubleshooting inbound and outbound system integrations and tracing failures across multiple systems or application layers.
- Experience with Git or another version-control system and disciplined practices for reviewing, testing, and managing technical changes.
- Demonstrated experience using generative AI and AI-assisted development tools such as ChatGPT and GitHub Copilot for troubleshooting, root-cause analysis, code and data analysis, solution design, prototyping, and documentation; able to validate outputs and protect customer information.
- Familiarity with modern AI solution patterns such as reusable AI skills, Model Context Protocol (MCP) servers, tool/function calling, connectors, agentic workflows, retrieval/grounding, and prompt/context design; able to recognize accuracy, security, privacy, and permission risks.
- Working knowledge of SQL and relational databases, with the ability to use data analysis to support troubleshooting; experience with PostgreSQL and/or Oracle PL/SQL is desirable.
- Experience with GraphQL is desirable.
- Experience with help desk, incident-management, or ticketing systems and established service or escalation processes is desirable.
- Experience with business process management or workflow tools such as ProcessMaker is desirable.
- Strong consulting and customer-management skills, including active listening, expectation management, de-escalation, and communicating complex technical findings in business-relevant terms.
- Demonstrated ability to make sound technical decisions with incomplete information, navigate ambiguity, and balance urgency, technical risk, and solution quality.
- Ability to lead cross-functional problem resolution and influence stakeholders without direct authority, while mentoring less-experienced team members through knowledge sharing and constructive technical guidance.
- Strong analytical, written, and verbal communication skills in English across technical and non-technical audiences.
- Comprehensive health coverage: family major medical expenses, dental and life insurance.
- Christmas bonus 30 days
- Saving fund
- Monthly food coupon
- 15 workdays vacation
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
- Parental leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- Tuition Reimbursement Assistance
- Professional development opportunities
- LinkedIn Learning
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