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 Senior Cloud Administrator plays a critical role in the success and overall experience of Ellucian customers. As an expert technical resource for Colleague customers, you will make use of your troubleshooting skills to solve complex challenges daily. Your customer service skills will improve on an already stellar customer satisfaction rating as you work with a team of senior technical resources to drive the success of our customers and students across the globe.

Are you able to communicate with technical and non-technical audiences both internally and externally? Are you an advocate for the customer experience? Are you self-motivated and able to work independently with little oversight? If so, then this is your opportunity to join a team of like-minded people. We look forward to welcoming you to Colleague Action Line Support.

Where you will make an impact

• Providing technical support and expertise to Ellucian Colleague SaaS system users, internal Ellucian staff and to the support staff of partner companies
• Performing technical troubleshooting covering data migrations, interoperability, middleware, performance and product related issues
• Effectively using company tools and software to record information about the technical infrastructure, problem reports, troubleshooting steps and processes and resolution steps for customer reported issues
• Actively contributing and working to continually improve customer self-help through the publication technically accurate knowledge base articles
• Coordinating problem resolution with other team members, escalation resources, Ellucian Cloud engineering, Ellucian testing and partner companies to ensure open communication of issues and resolutions
• Participating in the definition and implementation of processes to address all questions, concerns and ideas of customers that are submitted electronically or by phone
• Contributing as an active member of the Ellucian Global Support and R&D team by providing open and honest feedback to others, supporting your team and creating an environment of optimism and achievement
• Providing written and verbal knowledge to other team members through collaboration and training

What you will bring

• Bachelor's degree or the equivalent of 5-8 years of work experience with complex systems. Minimum of 3 years of experience in a professional technical environment.
• Experience working in a technical analyst capacity providing enterprise level support
• Experience with large-scale system deployments and agile development practices
• Familiarity with API customization.
• Familiarity with object-oriented programming and working with web applications (web server administration, HTML, etc.) and related infrastructure
• Work with Amazon Web Services (AWS) to assess applications, software and hardware.
• Working knowledge in SaaS deployments SaaS deployments and/or Ellucian solutions( Unidata, envision, Unix, Windows, Oracle, SQL) is added bonus.
• Proficient in Datadog analytics tools to determine performance metrics as well as event monitoring for infrastructure and cloud services.
• Familiarity with ServiceNow
• Strong understanding of ITIL processes and IT Service Management (ITSM) best practices
• Availability to work flexible hours

• 12 days vacation, 10 days causal leaves plus 11 public holidays
• Competitive gratuity policy
• Group insurance and Annual health checkup plan with a variety of family and wellness benefits.
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health,
  financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
  o Headspace (mental health)
  o Wellbeats (virtual fitness classes)
• RethinkCare – caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team 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:
  • Education Assistance Program
  • Professional development opportunities

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