Reporting to the Director, Finance and Enterprise Services, this position works closely with the Manager of Access Services and the Administration Coordinator. Responsible for technology service delivery in the Knowledge and Library Services (KLS) department, or the Baker Library, the position focuses primarily on library-specific technology, monitoring and providing hardware, software, databases and some administrative technical assistance, helping to ensure the continuity of information technology services for students, staff and external constituents (e.g. scholars, fellows). This position serves as KLS's Technology Support Services and Program Technology Services liaison to HBS and Harvard University as appropriate, as well as working with KLS platforms and infrastructure for internal KLS technology needs and with vendors on licensed database troubleshooting.
Duties and Responsibilities:
User Troubleshooting and Support
Supports the technical implementation of new tools, software, systems and services, and upgrades. Works as part of a team to provide services supporting digital archives and digital scholarship. Establishes working relationships and meets regularly with KLS staff to ensure they have the technologies and support needed to meet their goals. Trouble shoots as necessary.
Thinks creatively about the configuration of workstations, work spaces, and workflows. May need to train staff on their use.
Manages KLS-specific tickets in ServiceNow and Jira platforms, coordinating and communicating on their status and with KLS teams to support the delivery of services, products and operations. This includes identifying and coordinating the acquisition, installation, upgrade, and troubleshooting of library-, archival-, web-, and publishing-specific hardware (PC and Mac environment; Quickbase for internal usage of customer data) and software. Escalates issues appropriately.
Vendor and Partner Relationship Management
Represents the KLS department as a customer-focused, results-oriented, and proactive partner with HBS IT, Harvard University and licensed business database vendors (over 200 including CAPIQ, Bloomberg, Nielsen, Passport, Standard & Poor's) to support the efficient and effective use of technology across KLS and its constituents.
Works with customer-facing staff and HBS Technology Support Services to develop communication paths and partnerships to support the KLS technology environment.
Serves as KLS's primary liaison to and coordinator with the HBS IT point person on KLS-related technology requests, networking, authentication issues, hardware and software support needs, with ultimate accountability for problem resolution.
NOTE: This is a part-time 20 hours/week position with full benefits and flexibility in schedule.
KLS Senior Management Team to prioritize technology needs to ensure that technology investments support KLS's strategy and annual goals.
KLS managers to identify IT needs, counsel them on technological solutions, and ensure they get the support they need from HBS and HU.
HBS IT to plan and assist with KLS IT needs.
Works with HU IT and Library organizations as needed to support enterprise library and computing applications.
Our expectations are that employees of HBS adhere to and represent our Community Values. They are:
Respect for the rights, differences, and dignity of others
Honesty and integrity in dealing with all members of the community
Accountability for personal behavior
Many HBS employees are eligible for Flexible Work Arrangements, which may be explored during the interview process.
One of 13 schools at Harvard University, Harvard Business School (HBS) is located just across the river from Harvard University's main campus and a short walk from Harvard Square in Cambridge. HBS's mission is to educate leaders who make a difference in the world.
Culture of Inclusion: The work and well-being of HBS are strengthened profoundly by the diversity of our network and our differences in background, culture, experience, national origin, religion, sexual orientation, and much more.
Harvard Business School will not offer visa sponsorship for this opportunity.
Salary Grade: 056
Union: 55 - Hvd Union Cler & Tech Workers
5 years related experience in supporting information technology and training, preferably in a library or academic environment.
Customer service experience required.
Strong technical capabilities, familiarity with information technology environments.
Familiarity with current and emerging technology trends and their application in knowledge and information management organizations. A strong desire to learn about new information technologies, interest in the evolving use of technology for scholarship and teaching in higher education.
Project management experience, ability to work both collaboratively and independently, willingness to undertake responsibility.
Certificate or Bachelors Degree in Computer Science or related field, or in the Library Sciences with a focus on library technology.
Knowledge of digitization techniques, formats, and delivery mechanisms.
Proven strong partnership and customer service skills.
Excellent interpersonal skills, oral and written communication, active listener, and an iron-clad orientation and commitment to the client service experience.
Creative problem solving skills, patient and curious trouble-shooter.
Technical Experience, Skills, Knowledge and Abilities Gained through Experience or Education:
Network communication, wireless and wired networking
Windows and Mac operating systems; PC, Mac and printer hardware and basic troubleshooting
Virus and malware protection, detection and removal on all platforms; usage of multiple types of peripherals and accessories, computer images. Data backup technologies and services
Licensed databases. Customer databases such as Quickbase or Salesforce
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 49325BR
About Harvard University Business School
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.