Ellucian Ellucian Software Support Analyst in Dublin, Ireland

Auto req ID 2351BR

Posting Title Ellucian Software Support Analyst

Functional Area Customer Success

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

The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist the Ellucian Technical Support (Action Line) team primarily in supporting our customers on the Quercus student product.

This individual will be responsible for engaging with and working closely with customers and other Ellucian employees to provide technical and functional support for issues arising during the ongoing use of this and other Ellucian products.

The analyst must demonstrate a commitment to working through complex problems and complete tasks with a high level of accuracy and focus on satisfying the customer.

The ideal candidate is someone with previous experience in software support, development or consulting who enjoys working directly with clients. Some after business hours work may also be required.

Core Functions:

  • Provide in-depth support to Ellucian customers in troubleshooting and resolving issues.

  • Manage cases efficiently and effectively using Ellucian’s case-tracking system, and follow issue progress through resolution.

  • Analyze and document steps required to recreate and troubleshoot software problems.

  • Liaise with global technical teams (Development, QA, Cloud Hosting, Services) and customers during software problem resolution.

  • Consult all available internal information resources including the product source code.

  • Work both independently as needed and as an active, contributing member of a team.

  • Actively contribute and work to continually improve customer self-help through the publication of technically and functionally accurate knowledge base articles.

  • Support the team on-call rotation to ensure effective coverage of global customers

Position Requirements

Required Skills / Knowledge / Experience:

  • Strong customer service orientation and experience, with excellent communication skills, both written and verbal.

  • Strong analytical and problem solving skills to address technical issues.

  • Ability to adapt and learn quickly in a fast-paced environment, having a growth mindset.

  • Ability to take initiative and follow through on commitments made to customers.

  • Strong computer literacy – Microsoft Office, search engines, browsers, security.

  • Minimum 2 years of software support experience.

  • Bachelor’s degree or equivalent experience required.

Desired Skills / Knowledge / Experience:

  • Experience with one or more of the following: SQL, Oracle Database, Oracle Forms, Oracle Application Express, Oracle Discoverer, Java

  • Amazon Web Services (AWS Technologies).

  • Experience working in Continuing Education and/or Workforce Development market.