Associate Product Support Analyst

Unlock Learning For All

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

The Product Support Analyst is a critical role in the overall success and experience of Ellucian customers.

As a technical resource for Ellucian customers, you will use your troubleshooting skills to solve complex challenges daily and document those solutions for the benefit of external and internal stakeholders.

As a customer-facing technical analyst, you will contribute to our already-stellar customer satisfaction rating with a team of senior technical resources to drive the success of our customers.

If you can communicate with technical and non-technical audiences, develop customer concerns to actionable solutions, advocate for our customers' needs, and work independently in a supportive environment, then we look forward to welcoming you to Colleague Action Line Support.

Where you will make an impact

• Provide technical support and expertise to Colleague by Ellucian system users, internal staff, and the support staff of partner companies.
• Perform technical troubleshooting of product-related issues, including performance, interoperability, middleware, and data migrations.
• Document technical infrastructure, problem reports, troubleshooting, and resolution steps for customer-reported issues.
• Actively contribute and continually improve customer and internal knowledge through knowledge base articles, collaboration with team members, and related skills training.
• Coordinate open communication and issue resolution with team members, escalation resources, Ellucian cloud engineering and testing teams, and partner companies.
• Develop customer cases and concerns to improve their understanding, implementation, and use of Ellucian products, services, and features using both written and verbal communication.
• Contribute to the Ellucian Global Support and R&D teams by providing open and honest feedback, supporting your team, and creating an environment of optimism and achievement.
  
  

What You Will Bring

• Experience with complex, enterprise information systems.
• Experience working in a technical analyst capacity and providing enterprise-level support in a professional, technical environment.
• Experience troubleshooting three-tier information systems and API integrations in both Cloud-based operations and on-premise data centers.
• Familiarity with IT Service Management and service desk applications.
• Experience with *nix and Windows Operating Systems and database systems.
• Availability to work flexible hours.
  
  

What makes #Ellucianlife

• 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