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 22 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.About the Opportunity:The Colleague Product Support Analyst plays a critical role in the success and overall experience of Ellucian customers. As an expert technical resource for Colleague customers, you will make use of your troubleshooting skills to solve complex challenges daily. Your customer service skills will improve on an already stellar customer satisfaction rating as you work with a team of senior technical resources to drive the success of our customers and students across the globe. Are you able to communicate with technical and non-technical audiences both internally and externally? Are you an advocate for the customer experience? Are you self-motivated and able to work independently with little oversight? If so, then this is your opportunity to join a team of like-minded people. We look forward to welcoming you to Colleague Action Line Support.**Where you will make an impact**- Providing technical support and expertise to Ellucian Colleague SaaS system users, internal Ellucian staff and to the support staff of partner companies- Performing technical troubleshooting covering data migrations, interoperability, middleware, 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 technically accurate knowledge base articles- Coordinating problem resolution with other team members, escalation resources, Ellucian Cloud 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 of customers that are submitted electronically or by phone- Contributing as an active member of the Ellucian Global Support and R&D team by providing open and honest feedback to others, supporting your team and creating an environment of optimism and achievement- Providing written and verbal knowledge to other team members through collaboration and training**What you will bring**- Experience working in a technical analyst capacity providing enterprise level support- Experience with large-scale system deployments and agile development practices- Familiarity with API customization.- Working knowledge in SaaS deployments SaaS deployments and/or Ellucian solutions( UNidata, envision, Unix, Windows, Oracle, SQL) is added bonus.- Proficient in Datadog analytics tools to determine performance metrics as well as event monitoring for infrastructure and cloud services.- Familiarity with ServiceNow- Availability to work flexible hoursWhat 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