Business Analyst

Academic Technology supports teaching, learning, and research across schools and units at Harvard. Reporting to the Manager of Client Services in Academic Technology, the Business Analyst will work as part of a team to support software and services related to the pedagogical mission of the University. The Business Analyst will work with stakeholders to understand and support needs relating to products and services. 

The Business Analyst will become proficient in supporting platforms offered by Academic Technology, focusing on the Learning Experience Platform (LXP), a Harvard developed platform; this role will also participate in support of all Harvard provided academic technology tools. The person in this role will answer complex questions on tool use; diagnose and report on issues with provided technologies and services; assist with internal and external communication to improve transparency; radiate information about our services; identify risk as it relates to use of our platforms; coordinate with other teams across Harvard on dependencies; collaborate with team members to continually improve processes; and communicate features effectively within the team and to school stakeholders. 

The ideal candidate works best within a team environment, is a self-starter, can handle multiple projects, and is committed to quickly delivering high-quality services within deadlines. The candidate serves as a resource to school partners, senior management, product managers, and user support specialists around product and business expertise and remains informed about product roadmaps. They assist with general administration, documentation, special projects, and demonstrate flexibility and adaptability while bringing order and structure to our work.

Job-Specific Responsibilities:

• Develop their understanding of the LXP platform. Become familiar with the roles of learner, course content author, and an admin.
• Serve as lead on tickets submitted to our team via ServiceNow.¿ Resolve issues that can be resolved and escalate more complex issues to the LXP development team. 
• Meet regularly with customers to understand use cases and feature requests.
• Meet regularly with the LXP development team to advocate for features and be kept up to date on new features and releases.
• Meet with users interested in using the LXP for their programs.
• Demo the product and answer questions about the product.
• Monitor and manage the queue for tickets related to LXP.

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills:

Required Essential Knowledge and Skills: 

• Familiar working with LMS platforms, (i.e. Canvas).
• Proven ability to establish and cultivate relationships with colleagues and stakeholders at all levels.
• Proven ability to communicate technical information both verbally and in writing to technical and non-technical audiences.
• Has strong communication skills, including the ability to engage with stakeholders to understand their business and operations requirements.
• Has strong organizational skills and is detail oriented.
• Possesses excellent critical thinking skills and has a flexible approach to problem solving.
• Able to organize and process new information as the product continues to develop.
• Able to respond to issues in a timely manner.

The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn. 

• Experience providing software support to users.
• Experience with ServiceNow.
• Understanding best practices for IT service delivery. 
• Experience working in higher education/Harvard experience.

Certificates and Licenses:

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.
• ITIL certification is a plus.

Working Conditions:

• Onsite work will be performed in an office setting.

Appointment End Date:

• This is a fully benefited, full-time Harvard University position that has been funded through 6/30/27. There is the possibility of renewal, contingent upon your work performance meeting the needs of the department and the continued availability of funding designed to support the position.

Standard Hours/Schedule: Monday-Friday

• This position requires onsite work 2-days per month and for occasional Academic Technology all staff meetings.
• Harvard employees must live and work from one of the following states; California, Connecticut, Georgia, Illinois, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Rhode Island, Vermont, Virginia, or Washington.
• Relocation assistance is not available.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.

Pre-Employment Screening: Identity

Other Information:

• Please provide a cover letter and resume as one document with your application.
• This position has a 180-day orientation and review period.

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 057. Please visit  Harvard's Salary Ranges to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.