Job Description

Job Summary

Reporting to the Operations Manager, Executive Education Information Technology (EEIT), the Business Systems Analyst serves as a functional expert supporting Executive Education's portfolio of enterprise applications, with Salesforce serving as the core business platform. The role provides operational support, business analysis, solution assessment, and light system administration across Salesforce and other enterprise applications, including LinkPoint, Community Cloud, and related technologies, ensuring business processes and system functionality operate effectively while serving as a trusted technology partner to business stakeholders.

The Business Systems Analyst partners closely with the Operations Manager to ensure operational support activities align with EEIT priorities, governance, and service standards. The role proactively communicates emerging issues, operational risks, and recurring trends, and collaborates on decisions that have broader business, technical, or organizational impact.

Operating within a highly customized Salesforce environment, the Business Systems Analyst is comfortable navigating ambiguity, independently researching complex issues, assessing business impacts and technical dependencies, and collaborating to deliver effective solutions. The role embraces emerging technologies, including generative AI, to improve operational efficiency, enhance customer self-service, streamline case intake, strengthen knowledge management, and continuously improve the technology support experience across Executive Education.

Position Description:

• Manage operational support requests across Salesforce (Sales Cloud, Community Cloud), LinkPoint, and other enterprise applications from intake through resolution or escalation by investigating production issues, performing root cause analysis, determining the appropriate solution path, and providing timely communication and exceptional customer service.
• Evaluate requests using established governance by assessing business impact and potential impacts to system configuration, automation, integrations, security, reporting, data, and related business processes. Coordinate with EEIT or HBS IT to support issue resolution.
• Document operational findings, issue analysis, business context, and supporting information to facilitate efficient handoff to Business Analysts and other technical teams for enhancement work.
• Collaborate with the EEIT Data Management team by providing business context, validating data needs, and supporting operational data activities while escalating complex data management requests as appropriate.
• Develop and maintain knowledge articles, operational procedures, and system documentation that support ongoing operations and customer self-service.
• Support release readiness through functional testing, user acceptance testing, post-deployment validation, and operational readiness activities.
• Leverage generative AI to improve customer support, strengthen knowledge management, enhance operational efficiency, and support research and documentation while ensuring compliance with University policies.
• Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents.
• This position is responsible for other duties as assigned.

Qualifications

Basic Qualifications

• High School Diploma, GED, or equivalent is required.
• 5+ years of directly related and specific experience in business systems analysis, technology support, reporting tools, or within other enterprise platforms is required.
• Education beyond high school may count toward experience.
• Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must.

Additional Qualifications and Skills

• Advanced Salesforce experience, including data management, permissions, reporting, and operational support across complex use cases, including experience with customized and out-of-the-box solutions.
• Demonstrated ability to independently navigate and troubleshoot highly customized Salesforce implementations.
• Strong analytical, systems-thinking, and problem-solving skills with the ability to investigate issues, assess impacts, and determine appropriate operational or technical resolution paths.
• Demonstrated curiosity and a continuous learning mindset with the ability to work comfortably in ambiguous situations, learn new technologies quickly, and independently identify the information needed to solve complex problems.
• Experience collaborating with Business Analysts, developers, administrators, and cross-functional teams to support operational and release activities.
• Strong customer service orientation with excellent written, verbal, facilitation, and interpersonal communication skills.
• Exceptional organizational and prioritization skills with the ability to manage multiple competing priorities.
• Demonstrated experience using AI tools to improve productivity, documentation, research, analysis, or operational efficiency.

Core Competencies

• Business Partnership: Builds trusted relationships by understanding business objectives and recommending practical, scalable technology solutions.
• Systems Thinking: Understands how business processes, applications, data, and integrations work together to support organizational goals.
• Curiosity & Continuous Learning: Proactively explores new technologies, embraces AI-enabled ways of working, and continuously expands technical and business knowledge.
• Adaptability: Effectively navigates evolving situations, asks thoughtful questions, and makes sound decisions with incomplete information.
• Customer Focus: Delivers responsive, solution-oriented support while balancing operational priorities and business needs.
• Ownership & Accountability: Takes initiative, exercises sound judgment, collaborates effectively across teams, and follows through on commitments.

Additional Information

• Standard Hours: 40 hours/week, overtime eligible.
• Compensation Range: $86,000 to $88,000 annually, commensurate with experience.
• Visa Sponsorship: Harvard University is not able to provide visa sponsorship for this position.
• Pre-Employment Screening: Identity Check
• Other Information:
  
  • This is a hybrid position which we consider to be a combination of onsite and remote work at our Boston, MA based campus. This department expects staff to be onsite a minimum of 2 days per week and departments to provide onsite coverage Monday - Friday. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.
  • We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in person for this role
  • A cover letter is required to be considered for this opportunity.

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 056. 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.