Ellucian Cloud Service Delivery Lead in Remote, United States
Cloud Service Delivery Lead
# of Openings per Req:
As Cloud Service Delivery lead at Ellucian, you will be assisting in the overall delivery orchestration for a number of client schools, as well as, delivering planning in consultation with customer success managers and reviewing/assigning ServiceNOW (SNOW) tickets. You will have full life-cycle ownership of ServiceNow (SNOW) tickets for customers in our portfolio. You will also manage incident tracking to resolution and review Incident Summary Reports (ISRs) and Root Cause Analysis (RCAs) with your customers.
You will attend project meetings as needed to address technical questions, provide technical advice for internal/external clients and review customer workload for optimization, correction and feedback to the Customer Success team. Participate in service catalog maintenance and ensure procedure documentation is available for items in the service catalog. Accountable for internal/external client documentation ensuring that the information is current for each supported client.
You will occasionally audit client and service meetings and make sure that quality delivery standards are being followed. Participate in onboarding new staff members and lead weekly delivery meetings with customers in your portfolio. Maintain a 30% billable time ratio.
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BS/BA degree. Other qualifications with adequate experience will be considered
7+ years proven professional and technical industry experience
Leading a technical team
Systems or application administrator and enterprise environment
Supporting and managing systems and/or application engineers
Ellucian Banner 8 and 9 ecosystems in a production environment
Leadership and management skills
Analytical and technical problem-solving
Willingness to engage in process improvement and developing new efficient means of execution
Superior verbal and written skills, excellent customer service, as well as high attention to detail
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.
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.