Business Intelligence Analyst | Global Support | Hybrid | Reston, VA

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

Are you looking to join an innovative team at a leading higher education technology company? If you’re passionate about Support Operations analytics and eager to build expertise in business intelligence, enterprise support tools, and global customer support data strategy, this role is for you!

As part of Ellucian’s Global Support organization, you’ll develop data assets, dashboards, and operational insights that enable informed decision-making across technical support, operations, and leadership teams.

As the Business Intelligence Analyst for Global Support, you’ll use Tableau, ServiceNow, Excel, and automation tools to deliver accurate and timely reporting. Working closely with Support leaders, you’ll refine BI solutions that improve customer outcomes, strengthen operational discipline, and enable faster, more informed decisions.

Where You Will Make an Impact

• Develop and maintain dashboards and reporting tools to help Global Support and business leaders understand operational trends, including backlog, SLA performance, MTTA, MTTR, escalation volume, and case aging.

• Analyze support data by developing hypotheses, documenting assumptions, and identifying trends, relationships, contributing factors, and opportunities for improvement.

• Partner with internal stakeholders to define business questions, determine appropriate analytical approaches, and translate findings into actionable insights and recommendations.

• Deliver high-quality analyses, reports, and presentations using clear, accessible visualizations for operational and leadership audiences.

• Identify opportunities to streamline and automate recurring reporting processes while maintaining the accuracy, reliability, and usability of dashboards and data assets.

What You Will Bring

• 3+ years of relevant experience in business intelligence, support operations analytics, customer or technical support analytics, or a related role involving reporting and operational analysis.

• Advanced Excel skills, including complex formulas, pivot tables, and analysis across multiple datasets; proficiency in PowerPoint.

• Experience with support or operations data, including case management, SLA performance, backlog, escalations, knowledge management, customer satisfaction, or related service delivery metrics.

• Experience building dashboards and generating insights using Tableau or a comparable business intelligence platform.

• Strong attention to detail, with a commitment to data accuracy, consistency, and reliable reporting maintenance.

• Ability to manage priorities independently, collaborate across teams, respond to time-sensitive needs, and constructively identify opportunities to improve existing approaches.

• Strong analytical and problem-solving skills, with the ability to structure complex questions and translate findings into practical action.

• Working knowledge of data extraction, validation, analytical methods, and interpretation techniques.

• Strong communication, presentation, and data-storytelling skills, with the ability to explain findings to varied audiences.

Extra Credit

• Experience with ServiceNow or another case-management platform.

• Interest in developing skills in predictive analytics, advanced analytics, or data science.

• 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
  • LinkedIn Learning