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Ellucian
Product Support Analyst Colleague
SaaS
SQL
Edtech.com's Summary
Ellucian is hiring a Product Support Analyst Colleague. This analyst troubleshoots Colleague Finance and Human Resources issues for university customers and partner companies worldwide. Knowledgebase articles, ServiceNow case tracking, and coordination with engineering and testing teams keep resolutions moving.
Highlights
- Troubleshoots Colleague Finance and Human Resources system issues for global university customers
- Supports internal Ellucian staff and partner company teams
- Publishes knowledgebase articles to expand customer self-help resources
- Logs and tracks cases using the ServiceNow database
- Coordinates with engineering, testing, and partner teams on issue resolution
- Works with SQL and APIs to diagnose technical problems
- Calls for familiarity with Colleague Finance and/or Human Resources business processes
- Requires availability to work 11am-8pm EST one to three days a week
Product Support Analyst Colleague Full 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. 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
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