Ellucian
Service Operations Analyst
Edtech.com's Summary
- Support day-to-day service operations aligned with SLAs, operational goals, and defined workflows.
- Assist with operational coordination, backlog management, and service readiness activities.
- Monitor, triage, and support incident and issue resolution using service management tools and AI-assisted insights.
- Perform hands-on configuration and basic development tasks within enterprise service management platforms, primarily ServiceNow.
- Track service performance and KPIs through reports and dashboards, maintaining standardized metrics for consistent reporting.
- Collaborate with Engineering, Support, Product, and Customer Success teams to drive operational improvements.
- Maintain knowledge articles and operational documentation.
- Require 2–5 years of experience in service or IT operations, preferably in a SaaS environment, with knowledge of service management concepts like incident management, SLAs, and ITIL.
- Experience with service management or workflow tools (ServiceNow preferred) and ability to perform basic configuration in low-code platforms.
- Benefits include comprehensive health insurance reimbursement, life insurance, wellness benefits, 17 workdays vacation, Christmas bonuses, parental leave, diversity and inclusion programs, and employee referral bonuses.
Service Operations Analyst Full Description
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 customers across 50 countries and serving over 20 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, from 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 provide best practices leading to greater institutional success and achieving better student outcomes.
About the Opportunity
We are a global SaaS company with decades of experience delivering missionâcritical solutions to higher education. As we transition into an AIâfirst organization, we are reimagining how students, staff, and institutions interact with technology through intelligent, adaptive, and scalable services.
As a Service Operations Specialist, you will support the delivery and continuous improvement of operational services that enable reliable, highâquality customer experience. You will work closely with crossâfunctional teams to support service performance, operational workflows, and continuous improvement initiatives. This role includes handsâon configuration work within enterprise service management tools, alongside analytics and automation support aligned to our AIâfirst strategy.
Where you will make an impact
Support dayâtoâday service operations aligned with SLAs, operational goals, and defined workflowsAssist with operational coordination, backlog management, and service readiness activities Monitor, triage, and support incident and issue resolution using service management tools and AIâassisted insightsEnsure accurate updates, documentation, and followâthrough during operational events Perform handsâon configuration and basic development tasks within enterprise service management platforms (ServiceNow as a primary tool), such as creating and maintaining catalog itemsSupport testing and rollout of approved workflow or automation changes Track service performance and KPIs using reports and dashboardsBuild and maintain standardized data sources, metrics, and calculations to enable consistent reporting across teams Work with Engineering, Support, Product, and Customer Success teams to support operational improvementsMaintain knowledge articles, and operational documentationIdentify opportunities to improve service delivery, tooling, and efficiencyWhat We're Looking For
2-5 years of experience in service operations, IT operations, or a related support role (SaaS environment preferred)Working knowledge of service management concepts such as incident management, SLAs, and ITIL practicesExperience using service management or workflow tools (ServiceNow preferred but not required)Ability to perform basic configuration or development tasks in lowâcode or workflowâbased platforms, with guidanceExperience building or maintaining reports, dashboards, or performance metricsStrong analytical, problemâsolving, and communication skillsComfortable learning new tools, following standards, and working in a production environmentWhy Join Us
Join a global SaaS leader embracing AIâfirst operationsGain handsâon experience with modern service management and automation toolsCollaborate across product, engineering, and operations teamsGrow in an environment that values learning, execution, and continuous improvementWhat makes #Ellucianlife
Comprehensive health insurance reimbursementLife insuranceWellness benefits17 workdays vacationChristmas bonus payout in June & DecemberThrive Flex Program that allows you to contribute towards your health, financial or learning interests5 charitable days to support the community that supports usDiversity 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
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