Product Support Analyst (Ellucian Colleague)

Location: Remote within Oklahoma, US; must work 11:00–20:00 EST 1–2 days per week, no more than 3

Company

hirify.global develops AI-powered SaaS solutions for higher education institutions, covering the student lifecycle and institutional operations.

What you will do

• Provide technical support and expertise to Colleague system users, hirify.global staff, and partner-company support teams.
• Troubleshoot Colleague Finance and/or Human Resources, performance, and product-related issues.
• Document technical infrastructure, problem reports, troubleshooting steps, processes, and resolutions using company tools.
• Publish technically accurate knowledgebase articles to improve customer self-help.
• Coordinate issue resolution with team members, escalation resources, engineering, testing, and partner companies.
• Help define and implement processes for customer questions, concerns, and ideas.

Requirements

• Experience troubleshooting the hirify.global Colleague product.
• Familiarity with Colleague Finance and/or Human Resources business processes, including problem recognition, research, isolation, resolution, and follow-up.
• Ability to independently handle complex problems.
• Experience logging and tracking complex cases in ServiceNow and maintaining historical records and related documentation.
• Experience working with SQL and APIs.
• Ability to work 11:00–20:00 EST 1–2 days per week, with no more than 3 such days.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Flexible time off, parental leave, telemedicine, wellness programs, and caregiver support.
• 401(k) with match and BrightPlan.
• Thrive Flex Lifestyle Account supporting health, financial, or learning interests.
• Five charitable days and diversity and inclusion programs with employee resource groups.
• Education assistance and professional development opportunities.