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Urgent! Senior Product Support Analyst - HRIS support systems - Colombia Remote Job Opening In WorkFromHome – Now Hiring Ellucian

Senior Product Support Analyst HRIS support systems Colombia Remote



Job description

Senior Product Support Analyst - HRIS support systems - Colombia Remote

Join to apply for the Senior Product Support Analyst - HRIS support systems - Colombia Remote role at Ellucian .

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

  • Associate

Employment type

  • Full-time

Job function

  • Information Technology

Industries

  • IT Services and IT Consulting
  • Higher Education
  • Software Development

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Required Skill Profession

Gestión De Proyectos Y Procesos



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