Senior Product Support Analyst - HRIS support systems - Colombia Remote
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About Ellucian
Ellucian is a global market leader in education technology.
We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students.
Ellucian's AI-powered platform drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff.
Our solutions span the student lifecycle, from recruitment to alumni engagement, with best-in-class SaaS capabilities and a large ecosystem of partners and a user community of more than 45,000.
About The Opportunity
We are seeking a Senior Product Support Analyst with expertise in ERP and/or Human Resources/Payroll Systems (HRIS), supporting both on-premises and SaaS-based environments.
The successful candidate will use strong communication and analytical skills to deliver high-quality, front-line support to higher education clients.
This role involves direct client interaction, troubleshooting issues, and managing cases end-to-end using ServiceNow, ensuring clarity and responsiveness throughout the ticketing journey.
You will work at the intersection of ERP and HR/payroll, supporting critical systems that power employment needs for higher education.
You will play a key role in the modernization journey from on-premises to SaaS, while ensuring institutions can focus on their missions and students can succeed.
Where You Will Make an Impact
- Provide in-depth support for ERP and HRIS applications, covering both functional and technical areas.
- Troubleshoot and resolve client issues across ERP domains such as Human Resources and Payroll.
- Support HRIS modules that enable employee success, including benefits, pay structure, employee tracking, payroll, 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 HRIS solutions in on-prem and SaaS environments.
- Strong analytical and troubleshooting skills for functional and technical issues across ERP and/or HRIS 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 #Ellucianlife
- 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 that supports us
- Diversity and inclusion programs that promote employee resource groups such as Women in Technology, Pride and Go Green
- 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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