Ellucian ITSM Support Analyst, Associate in Lake Mary, Florida


Posting Title:

ITSM Support Analyst, Associate


Global Services

# of Openings per Req:


Role Description:

Essential Duties & Responsibilities may include:

  • Configure ServiceNow settings and rules.

  • Rigorous and thorough testing of all changes to the ServiceNow environment.

  • Make recommendations and help implement changes to the functionality of ServiceNow.

  • Provide support via telephone, email, chat, or other inquiry systems for client issues.

  • Quickly learn and absorb the policies and procedures used to support various IT systems and environments.

  • Assist in testing and implementing vendor releases of the ServiceNow platform.

  • Participation in a 24x7 on-call rotation schedule.

Auto req ID:


Positions Remaining:


Business Unit:

Central Help Desk

Job Posting Location(s):

US-FL-Lake Mary


Required Skills/Knowledge/Experience:

  • Familiarity with Web technologies (JavaScript, XML, HTML, AJAX, CSS).

  • Experience with LDAP or similar application protocols.

  • Familiarity with ITIL concepts and principles.

  • Experience as a System Administrator in a heterogeneous, dynamic, customer-focused environment.

  • Proven customer service skills.

  • Clearly and effectively express ideas verbally and in writing.

  • Ability to communicate effectively and appropriately with peers, other Ellucian teams, vendors, and clients.

Desired Skills/Knowledge/Experience:

  • Capable of working on multiple projects and priorities in a deadline-driven environment

  • Clearly and concisely document processes and procedures.

  • Collaborative team experience with superior problem-solving skills

  • #LI-JM1

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.

Functional Area:

Central Help Desk

Primary Location:

US-FL-Lake Mary

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.