Unlock Learning for All:
Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the integral 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:
**Where you will make an impact**
- Enhance documentation for incident & problem management, change management, monitoring, and alerting.
- Monitor, Triage, Communicate, Facilitate RCA and Review P1 incidents when they occur.
- Collaborate across IT Teams and Business units to establish (Mission Critical & Business Critical) monitoring and alerting thresholds.
- Managing & facilitating Service Management meetings. IE: Change Advisory Board (CAB) and Monthly P1 Incident review meetings.
**What you will bring**
- Windows and Linux knowledge
- Ability to explain technical issues in plain English.
- Experience in the use of Service Management tools.
- Ability to prioritize tasks and take appropriate action.
- Capable of working on multiple projects and priorities in a deadline-driven environment.
- Ability to work independently.




- Ability to clearly and concisely document processes and procedures.
- Professional presence and ability to present concepts, status, and solutions appropriately to peers, and other Ellucian teams,
- Ability to clearly and effectively express ideas verbally and in writing.
- Ability to communicate effectively and coordinate with the wider ETSS Team and IT organization.
- Responsible of coordinating and leading the efforts during critical incidents. Manage various crucial tasks that are vital for an efficient and effective incident resolution.
- Desired Skills/Knowledge/Experience
- 3-5 Years Problem, Incident, Change Management Experience
- Familiarity with ITIL standards & methodology.
- Strong verbal and written communication skills.
- Strong proactive work ethic.
- Collaborative team experience with superior problem-solving skills.
What makes #Ellucianlife:
- Comprehensive health coverage: family major medical expenses, dental and life insurance.
- Christmas bonus 30 days
- Saving fund
- Monthly food coupon
- 15 workdays vacation
- 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
LI-RB1

📌 Problem and Incident Engineer (Rincón de Santa Catarina)
🏢 Ellucian
📍 Rincón de Santa Catarina