Business Intelligence Analyst | Global | 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.

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, Service Now, 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.

• 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.

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