Product Support Analyst

Role overview

Responsibilities

• Provide technical support to Colleague users, internal Ellucian staff, and partner-company support staff.
• Troubleshoot Colleague Finance and/or Human Resources, performance, and product issues.
• Record infrastructure information, problem reports, troubleshooting steps, processes, and resolutions using company tools.
• Publish technically accurate knowledge-base articles to improve customer self-help.
• Coordinate resolution with teammates, escalation resources, engineering, testing, and partner companies.
• Help define and implement processes for customer questions, concerns, and ideas.
• Contribute feedback and support to the customer experience team.

Qualifications

• Experience troubleshooting Ellucian Colleague.
• Familiarity with Colleague Finance and/or Human Resources business processes for researching, resolving, and following up on user problems.
• Ability to independently handle complex problems.
• Familiarity with ServiceNow case tracking and maintaining historical records and problem documentation.
• Experience with SQL and APIs.
• Work 11 a.m.–8 p.m. Eastern Time 1–2 days per week, no more than 3 days.

Workplace

• The posting identifies the role as remote.

Schedule

• The role requires working 11 a.m.–8 p.m. Eastern Time 1–2 days per week, no more than 3 days.

Benefits

• Benefits listed include medical, dental, and vision coverage; flexible time off; a lifestyle spending account; 401(k) match; parental leave; charitable days; telemedicine; wellness and caregiver support; employee resource groups; referral bonuses; education assistance; and professional development.