Service Operations Specialist

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success.  We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries.  We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

As a Service Operations Specialist at Ellucian you will be leading, facilitating, and reinforcing ITSM incident management. Incident management includes the response and the rapid identification and resolution of business or service impacting incidents as well as performing root cause analysis. The position also requires that you work collaboratively across the Global Support and Cloud Business Units to identify areas of improvement in policies, procedures, reporting, communication, ITSM practices and training. You will be part of the team who implements new tools and/or procedures while continually being focused on the overall Business Units needs and goals.

Where you will make an impact

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly.
• Competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents.
• Apply technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.
• Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
• Assist in postmortem incident review process with stakeholders which drives towards root cause identification, potential corrective actions and creation of executive summaries.
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
• Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building and participating in post-incident reviews.
• Be an ambassador of the Ellucian Cloud team by engaging in a culture of continuous learning of Cloud products and services, current and future productivity tool sets and ITIL/ITSM policies and best practices.
• Help champion the Ellucian Global Support and Cloud operational policies and best practices through coaching and education to promote effectiveness and consistency in delivery standards that support organizational needs.

What you will bring

• Enterprise incident management experience across several IT disciplines.
• Strong technical knowledge of complex systems and deep experience leading the rapid response to complex technical issues.
• Knowledge and experience working with a wide-range of enterprise technologies including cloud-based environments, database services, middleware, storage, network and virtualization technologies.
• Maintaining a professional demeanor and attitude while being assertive.
• Ability and confidence to act with decisiveness on critical decisions.
• Ability to multi-task and make sound judgements in a fast-paced, high stress environment.
• Ability to challenge information if the response does not fit the situation.
• Preference given to those with a working knowledge of ServiceNow, ITIL/ITSM incident, problem and change management components.
• Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business.

• Comprehensive health coverage: medical, dental, and vision  
• Flexible time off  
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups  
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  
  • Education Assistance Program 
  • Professional development opportunities

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