[Hiring] Product Support Analyst @Ellucian

Role Description

We are seeking a Product Support Analyst with expertise in ERP and/or Student Information Systems (SIS), supporting both on-premises and SaaS-based environments. The successful candidate will leverage strong communication and analytical skills to deliver high-quality, front-line support to our higher education clients. This role involves direct client interaction, troubleshooting issues, and managing cases end-to-end using ServiceNow—ensuring clarity and responsiveness throughout the ticketing journey.

By joining this team, you will work at the intersection of ERP and SIS, supporting critical systems that power higher education. You will play a key role in the modernization journey from on-premises to SaaS, while ensuring institutions can focus on their missions and students can succeed. Your contributions will directly enable long-term institutional resilience and better outcomes for learners everywhere.

Where You Will Make an Impact

• Provide in-depth support for ERP and SIS applications, covering both functional and technical areas.
• Troubleshoot and resolve client issues across ERP domains such as finance & accounting, HR, procurement, CRM, and business intelligence.
• Support SIS modules that enable student success, including:
  • Student records
  • Academic management
  • Registration
  • Grading
  • Financial aid
  • Student accounts
  • Advising
  • Faculty/staff management
  • Compliance reporting
  • Self-service portals
• Manage client support cases using ServiceNow, documenting issues, ensuring smooth progression through the case journey, and following through to resolution.
• Collaborate with clients via video calls, interactive sessions, and written communications to diagnose problem areas and provide guidance.
• Partner with cross-functional internal teams to share insights, identify trends, and improve the support process.
• Participate in a team rotation schedule to provide 24/7 support coverage for global clients.

Qualifications

• 2-4 years of experience supporting ERP and/or SIS solutions in on-prem and SaaS environments.
• Strong analytical and troubleshooting skills for functional and technical issues across ERP and/or SIS modules.
• Excellent communication skills—able to guide clients through complex issues with clarity and patience.
• Hands-on experience with ServiceNow (or similar ticketing systems) and an understanding of the full case lifecycle.
• Hands-on experience working with Linux environments, including checking system resources, and performing basic network/connectivity troubleshooting.
• Working knowledge of Windows Server environments, including user management and basic IIS administration and troubleshooting.
• Good understanding of REST APIs, troubleshooting API requests and responses using tools such as Postman or curl.
• Ability to write and interpret SQL queries for troubleshooting and data investigation.
• Working knowledge of relational database concepts and experience interacting with database systems.
• Good understanding of networking fundamentals, including DNS, IP addressing, ports, SSL/TLS, firewalls, and basic connectivity troubleshooting.
• Basic understanding of cloud technologies and SaaS environments, including concepts such as virtual machines, cloud networking, storage, identity/access, and load balancing.

Benefits

• 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.

Company Description

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform drives efficiency, personalized experiences, and strengthened engagement for all students, faculty, and staff.