Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 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.

The Ellucian ServiceNow team is seeking a Senior Operations Analyst to serve as a subject matter expert and senior contributor across the ServiceNow platform. This role blends deep technical troubleshooting expertise, exceptional communication skills, and advanced knowledge of IT service management processes.

In addition to core platform responsibilities, this role will help to drive adoption, enablement, and optimization of ServiceNow AI functionality and automation capabilities, ensuring teams across the organization maximize value from the platform.

Where you will make an impact

• Provide senior-level technical guidance and recommendations across ServiceNow configuration, enhancement, governance, and lifecycle management, serving as an escalation point for complex platform issues.
• Drive root cause analysis and continuous improvement initiatives that optimize workflows, reduce technical debt, and strengthen operational maturity.
• Identify, recommend, and support implementation of ServiceNow AI and intelligent automation capabilities to improve internal team efficiency and enterprise-wide platform effectiveness.
• Define, track, and report on AI adoption, consumption, performance, and ROI metrics (e.g., efficiency gains, automation rates, case deflection, time savings, user engagement), translating insights into actionable improvement strategies.
• Develop knowledge articles, documentation, reporting frameworks, and training materials that promote consistent platform usage, AI enablement, and scalable governance practices.

What you will bring

• 5+ years of experience delivering advanced technical troubleshooting and process-driven IT support within enterprise SaaS/PaaS environments.
• Strong ServiceNow administration and configuration expertise across multiple modules, with experience supporting complex incident, problem, and change management processes.
• Proven ability to identify knowledge gaps, anticipate documentation needs, and development of technical constituent-focused training modules.
• Deep understanding of ITIL/ITSM best practices, enterprise integrations, relational databases, and scalable governance principles.
• Strong analytical, communication, and stakeholder engagement skills, with the ability to influence cross-functional outcomes through expertise and data-driven insights.
• Ability to operate independently in a remote, deadline-driven environment while driving measurable operational impact.
• Experience developing dashboards, reporting, metrics, and Performance Analytics, using data to inform strategic recommendations (experience with AI adoption, consumption, and ROI metrics are a plus).

• 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
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

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