[Remote] Product Support Analyst

Note: The job is a remote job and is open to candidates in USA. Ellucian seeks a Product Support Analyst to support universities using its Colleague Finance and/or Human Resources products. The role provides technical troubleshooting, coordinates issue resolution, documents cases and solutions, and contributes to customer self-help resources and support processes.

Responsibilities

• 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 Finance and/or Human Resources, 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

Skills

• Experience troubleshooting with 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 ServiceNow database and maintaining historical records and related problem documentation
• Experience work with SQL and APIs

Benefits

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k with match & BrightPlan to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Headspace Care (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses
• Education Assistance Program
• Professional development opportunities
• Remote work

Company Overview

Company H1B Sponsorship