Principal Degree Works Software Support Analyst (Technical AND Functional experience REQUIRED) - REMOTE

Unlock Learning For All

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

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.

About the Opportunity

LOCATION - REMOTE FROM HOME - NO TRAVEL

TYPE - F/T SALARIED

*THIS PERSON MUST HAVE FUNCTIONAL/TECHNICAL EXPERIENCE WITH ELLUCIAN DEGREE WORKS PRODUCT

We are seeking a Principal Degree Works Software Support Analyst to join our Degree Works Global Support Team here at Ellucian. The successful candidate will utilize their strong communication (both verbal & written), analytical and critical thinking skills to assist the Ellucian Action Line team in providing high quality, front-line support to our Degree Works customers. This individual will be responsible for working closely with customers and other Ellucian employees to provide deep technical and functional support for issues arising during the deployment and ongoing use of the Ellucian products. The analyst must demonstrate a commitment to working through complex problems, self-driven learner, and complete tasks with a high level of accuracy and focus on satisfying the customer.

Where you will make an impact

• Support Ellucian customers and colleagues in troubleshooting and resolving technical issues.
• Document issues in detail using Ellucian's tracking system and follow issue progress through to resolution.
• Develop effective working relationships with Ellucian colleagues.
• Work both independently as needed and as an active, contributing member of a team.
• Organized, thoughtful and able to prioritize issues based on customer needs and overall team workload.
• Candidate may be required to assist with 24/7 support of customers.

What you will bring

• Strong understanding of Degree Works.
• Strong analytical and troubleshooting skills to effectively address functional and technical issues.
• Excellent communication skills, both verbal and written.
• Comfortable with leading interactive video sessions and phone calls with clients to troubleshoot problem areas.
• Familiarity with command line navigation and administration of Unix/Linux operating systems
• Familiarity with SQL and relational database systems
• Some familiarity with SSL and other server administration concepts
• Some familiarity with REST APIs
• Prior work in a higher education setting preferred.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• 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

#LI-MR1

#LI-REMOTE