Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

We are seeking a Senior 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, and 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.

What You Will Bring

• 5+ 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.
• Ability to write and execute simple SQL statements.
• Demonstrated ability to resolve complex issues quickly with a customer-first mindset.

Bonus to Have (Not Required)

• Familiarity with APIs, integrations, or third-party tools connected to ERP/SIS ecosystems.
• Ability to write and troubleshoot advanced SQL queries.

• 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

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