Ellucian Cloud Service Delivery Lead in Dublin, Ireland

Auto req ID 2517BR

Posting Title Cloud Service Delivery Lead

Functional Area Cloud Services

Job Posting Location(s) IE-Dublin

Company Information Ellucian is the world’s leading provider of software, services and insight to higher education. Ellucian helps the higher education community—students, faculty, and staff—achieve their goals more efficiently, effectively, and with reduced risk. Ellucian’s comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian’s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education.

Position Responsibilities

As Cloud Service Delivery Lead at Ellucian you will be assisting in the overall delivery orchestration for a number of client schools as well as Delivering planning in consultation with Customer Service Manager. You will have full lifecycle ownership of ServiceNow tickets for customers in portfolio and incident tracking, resolution, and review also ownership of the Incident Response Summary and Root Cause Analysis for customers in portfolio.

You will attend project meetings as needed to address technical questions, provide technical advice for internal/external clients and review customer workload for optimization, correction and feedback to Customer Success Team. Participate in the service catalog maintenance and ensure procedure documentation is available for items in the service catalog. Accountable for internal/external client documentation ensuring current for each supported client.

Position Requirements

  • BS/BA degree. Other qualifications with adequate experience will be considered.

  • 7+ years proven professional and technical industry experience

  • Leading a technical team

  • Systems or application administrator and enterprise environment.

  • Supporting and managing systems and/or application engineers

  • Ellucian Banner 8 and 9 ecosystems in a production environment

  • Leadership and management skills

  • Analytical and technical problem-solving

  • Willingness to engage in process improvement and developing new efficient means of execution

  • Superior verbal and written skills, excellent customer service, as well as high attention to detail

We’re inclusive

All qualified applicants will receive consideration for employment at Ellucian without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.