Overview
Senior Product Support Analyst (ERP, CRM support experience) - Colombia Remote at Ellucian
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.
Our AI-powered platform drives efficiency, personalized experiences, and strengthened engagement for students, faculty and staff.
We deliver insights needed now and into the future across the student lifecycle.
Responsibilities
- Provide in-depth support for ERP and SIS applications, covering both functional and technical areas.
- Troubleshoot and resolve client issues across ERP domains such as finance & accounting, HR, procurement, CRM, and business intelligence.
- Support SIS modules that enable student success, including student records, academic management, registration, grading, financial aid, student accounts, advising, faculty/staff management, compliance reporting, and self-service portals.
- Manage client support cases using ServiceNow, documenting issues, ensuring smooth progression through the case journey, and following through to resolution.
- Collaborate with clients via video calls, interactive sessions, and written communications to diagnose problem areas and provide guidance.
- Partner with cross-functional internal teams to share insights, identify trends, and improve the support process.
- Participate in a team rotation schedule to provide 24/7 support coverage for global clients.
What You Will Bring
- 5+ years of experience supporting ERP and/or SIS solutions in on-prem and SaaS environments.
- Strong analytical and troubleshooting skills for functional and technical issues across ERP and/or SIS modules.
- Excellent communication skills—able to guide clients through complex issues with clarity and patience.
- Hands-on experience with ServiceNow (or similar ticketing systems) and an understanding of the full case lifecycle.
- Ability to write and execute simple SQL statements.
- Demonstrated ability to resolve complex issues quickly with a customer-first mindset.
Bonus To Have (Not Required)
- Familiarity with APIs, integrations, or third-party tools connected to ERP/SIS ecosystems.
- Ability to write and troubleshoot advanced SQL queries.
What makes Ellucian life
- Comprehensive health insurance reimbursement
- Life insurance
- Wellness benefits
- 17 workdays vacation
- Christmas bonus payout in June & December
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community
- Diversity and inclusion programs with employee resource groups
- Parental leave
- Employee referral bonuses
Seniority level
Employment type
Job function
Industries
- IT Services and IT Consulting
- Higher Education
- Software Development
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