Manager, Application Services in Ellucian at Chicago, IL

  • Full Time
  • Chicago, IL
  • Applications have closed

Website Ellucian

This listing is about Ellucian in Chicago, IL
in 2022

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About the job

Together we are powering the future of Higher Education

Here at Ellucian, we are motivated by a mission the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,700 customers and reaching over 20 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.

About The Opportunity

Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. We are seeking an innovative Manager, Application Services to join our team to help drive the modernization of the Ellucian applications to enable a true SaaS experience. We are in the middle of our journey from a large environment largely manually built and transforming into a fully pipeline delivered environment using tools like Ansible, Terraform, Jenkins and Kubernetes. Our goal is to automate the abstract work required to manage our applications and services so that customers experience a true SaaS experience that provides 99.99 availability. That’s where you come in!

We are looking for innovators who are passionate about building & creating something new and exciting. This is a high impact role that requires rich technical experience paired with an entrepreneurial spirit to sculpt Ellucian into a leader in SaaS applications for Higher Education. If you get excited about automation & creation and the impact you can make on shaping the future of higher education then we should talk!

Where you will make an impact

  • Responsible for all customer delivery within Ellucian regions with knowledge of:
    • New Customers
    • Contract dates
    • Contract scope
    • Customers in Pipeline
    • Understand automation and Ellucian standards for new customer implementations
  • Ensure team is continually prepared to support implementation of Ellucian applications
  • Accountable for ensuring technical Delivery across regions to global standards
  • Validate technical teams are meeting metric requirements for responsiveness, quality & completeness
  • Assign work to technical team, including daily scrum meetings with teams to ensure proper coverage and responsiveness to open and upcoming work
  • Ensure team is adequately skilled to manage customer delivery
  • Owns the responsiveness of ticket completion/implementation
  • Owns quality and completeness of internal and external customer documentation for each customer
  • Collaboratively ensure runbooks are known and followed consistently across all regions
  • Supports troubleshooting of escalated issues
  • Adhere to and hold staff accountable to Cloud ITSM practices
  • Identify process gaps and participate in and/or own improvements
  • Be aware of team culture and drive positive cultural adoption
  • Act as a mentor for Managers, Application Services colleagues by:
    • Leading adoption of automation, standards and best practices

What You Will Bring

  • B.S. or equivalent preferred. Other qualifications with adequate experience will be considered.
  • Proven professional and technical experience with 7+ years of industry experience
  • Knowledge of Higher Education Processes, Policy and Procedures
  • Proven work ethic and critical thinking skills; show casing collaborative results in a fast-paced, high-volume, matrixed organization
  • Proven ability to quickly summarize and communicate complex information for multiple audiences.
  • Proven technical and functional knowledge of ERP or Complex Business Applications
  • Possesses strong sense of ownership and understanding of customer priorities to ensure positive outcomes
  • Experience being flexible and versatile while driving to customer-focused solutions
  • Experience managing a team toward defined goals, objectives and directives
  • Must also be able to structure and facilitate meetings
  • Superior presentation, verbal and written skills, excellent customer service, as well as high attention to detail

Desirable Skills

  • AWS Certified Developer or AWS Certified DevOps Engineer.
  • Worked in environments that leverage Agile methodologies (Scrum, Kanban, etc.)
  • Operational experience including DNS, AD and ADFS, IPAM, VPN, SSL certificates, and firewalls

What makes #ellucianlife

  • Comprehensive health coverage: medical, dental, and vision
  • Flexible time off
  • 401k & Bright Plan – to help you save for the future
  • 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 to name a few.
  • Parental leave
  • Employee referral bonuses to encourage the addition of great new people to the team
  • We Foster a learning culture with:
    • Tuition Reimbursement Assistance
    • Professional development opportunities

Additional Information

Req ID: 4264

Hiring Type: Full – Time

Level of Experience: Management/Sr. Management

Remote: Yes

Travel Required: None

Company: Ellucian

Vacancy Type:  

Job Location: Chicago, IL

Application Deadline: N/A

Apply Here