Product Support Analyst

Together we are powering the future of Higher Education:Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.Overview:Ellucian is seeking a highly-skilled technical and functional Human Resources, Financial Aid or Finance Software 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, and want to join a team of highly skilled and high-performing analysts with some of the best support metrics in the industry, 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 Human Resources, Financial Aid, or Finance, 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**- Minimum of 3 years of experience in a professional technical environment.- Familiarity with ERP.- Experience with Accounts Payable and Purchasing, Financial Aid or Human Resources business processes to handle problem recognition, research, isolation, resolution, and follow-up to enable positive customer experience.- Ability to independently deal with complex problems.- Familiarity logging and tracking complex cases using either ServiceNow database and maintaining historical records and related problem documentation- Must be able to work from 11-8 EST 1-2 days a week (no more than 3).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 opportunitiesLI-AM1LI-Remote