Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines - and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!
As part of a collaborative, high-energy team, the IT Service Specialist will be the first line of contact for Service Management and ServiceNow users and partners across Harvard. The Specialist will help to implement, communicate, and improve service management processes in order to enhance the reliability and value of IT and other services. The position owns the Incident Management and Major Incident processes and facilitates their best practice and continual improvement. This position offers a view into the inner workings of IT, the opportunity to learn more about service management and ownership, and the chance to improve the way IT is delivered at Harvard.
The ideal candidate will have strong analysis instincts, with rock-solid service skills and mind-set.
Principal Duties and Responsibilities (Essential Functions*):
Operate as queue manager for Harvard ServiceNow and the primary analyst of ITIL process operations on the platform, maintaining and continually improving the model for triage, analysis, and escalation
Assess and implement enhancements to Incident, Problem, and Major Incident Management processes; advise groups across the university on operations improvements
During business hours, serve as primary 'on call' for Major Incidents and facilitate the remediation efforts of groups across HUIT and the Schools
Maintain the 'on call' schedule of after-hours, weekend, and holiday shifts for Major Incidents; onboard new coordinators and offer training refresh sessions
Provide consulting and support to groups to leverage ServiceNow and other ITSM tools
Onboard new groups onto ServiceNow, performing the technical administration and training of those groups
Assess, develop, and document new ITIL process and ServiceNow training curriculum and related materials; conduct training
Contribute to ServiceNow configuration, testing, and upgrade activities
Manage projects as needed
We ask that interested applicants provide a cover letter and resume as one document with their application.
Harvard University requires pre-employment reference and background screening.
Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.
This position has a 180-day orientation and review period.
More about HUIT: Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.
Mission: To assure Harvard's leadership in IT: We strive to make it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.
Accessibility: Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided please let your recruiter know.
Diversity, Inclusion & Belonging: The dynamism that comes with working at Harvard is largely the result of our diversity. Here, staff, faculty, administrators and students representing a wide range of ages, races, interests and backgrounds come together in pursuit of common goals. Together, we strive to provide an environment that values diversity and promotes an inclusive culture.
Harvard Information Technology Academy (designed for IT Staff): HUIT's IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary
BA or BS or equivalent experience
3-5 years of related work experience
Experience with the ServiceNow platform, including with system administration
Excellent verbal, written, interpersonal communication and presentation skills.
Demonstrated ability to establish and maintain cooperative working relationships.
Demonstrated ability to analyze information, problems, issues, situations and procedures to develop and implement effective solutions.
Ability to effectively organize, prioritize, multi-task, and manage time.
Ability to work in a self-directed and team environment.
Availability to participate in after-hours on-call rotation if needed.
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: 51633BR
About Harvard University Information Technology
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.