Colleague Product Support Analyst (Colleague Finance or HR Experience required) - United States Remote

Ellucian•UNAVAILABLE, UNAVAILABLE

7d•Remote

About The Position

Ellucian is seeking a highly-skilled technical and functional Colleague Finance and/or Human Resources Product Support 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 & want to join a team of highly skilled and high-performing analysts try joining our team.

Requirements

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
Must be able to work from 11-8 EST 1-2 days a week (no more than 3).

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

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 w/ match & BrightPlan - to help you save for the future
Parental Leave
5 charitable days to support the community that supports us
Telemedicine
Wellness
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 to encourage the addition of great new people to the team
Education Assistance Program
Professional development opportunities