[Hiring] Service Operations Analyst @Ellucian

Role Description

As a Service Operations Specialist, you will support the delivery and continuous improvement of operational services that enable reliable, high‑quality customer experience. You will work closely with cross‑functional teams to support service performance, operational workflows, and continuous improvement initiatives. This role includes hands‑on configuration work within enterprise service management tools, alongside analytics and automation support aligned to our AI‑first strategy.

• Support day‑to‑day service operations aligned with SLAs, operational goals, and defined workflows
• Assist with operational coordination, backlog management, and service readiness activities
• Monitor, triage, and support incident and issue resolution using service management tools and AI‑assisted insights
• Ensure accurate updates, documentation, and follow‑through during operational events
• Perform hands‑on configuration and basic development tasks within enterprise service management platforms (ServiceNow as a primary tool), such as creating and maintaining catalog items
• Support testing and rollout of approved workflow or automation changes
• Track service performance and KPIs using reports and dashboards
• Build and maintain standardized data sources, metrics, and calculations to enable consistent reporting across teams
• Work with Engineering, Support, Product, and Customer Success teams to support operational improvements
• Maintain knowledge articles and operational documentation
• Identify opportunities to improve service delivery, tooling, and efficiency

Qualifications

• 2–5 years of experience in service operations, IT operations, or a related support role (SaaS environment preferred)
• Working knowledge of service management concepts such as incident management, SLAs, and ITIL practices
• Experience using service management or workflow tools (ServiceNow preferred but not required)
• Ability to perform basic configuration or development tasks in low‑code or workflow‑based platforms, with guidance
• Experience building or maintaining reports, dashboards, or performance metrics
• Strong analytical, problem‑solving, and communication skills
• Comfortable learning new tools, following standards, and working in a production environment

Benefits

• Comprehensive health insurance reimbursement
• Life insurance
• Wellness benefits
• 17 workdays vacation
• Christmas bonus payout in June & December
• 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