Identity and Access Management (IAM) Services at Harvard delivers technologies and processes that enable access for students, faculty, staff, alumni, and affiliates while safeguarding University resources and users. The Operations Associate is responsible for supporting a range of offerings essential for delivering IAM and Collaboration services. The ideal candidate is a versatile problem-solver who excels at conducting independent research using various tools, including Google. This person should possess a keen ability to analyze data and identify patterns, as well as to draw connections between disparate pieces of information. Additionally, they must be comfortable bridging the gap between technical and non-technical teams, effectively communicating complex information to a diverse audience.

• Tier two operations and account support, including mailbox, calendar, and collaboration tools account creation and administration in both M365 and Google

• Demonstrating advanced skills in customer follow up, adhering to ITIL guidelines

• Developing and using base level skills for Active Directory account management

• Developing and using base level skills in Windows PowerShell for use in troubleshooting M365

• Ongoing development of skills in troubleshooting mailbox issues, working towards independent troubleshooting on an intermediate level

• Developing competency on best account and security practices and policies, as well as helping to document and develop IAM’s operational SOPs

• Meeting ticket SLAs and team load-balancing metrics

• Additional responsibilities as assigned

• Associates Degree in Information Technology, or equivalent experience (including non-traditional IT programs)

• 1 to 3 years of experience working in a business environment

• Demonstrated customer service skills

• Experience creating/administering M365 and Google accounts

• Experience in a support ticketing system

• Work experience in the Identity and Access Management field

• Experience with ServiceNow ticket management

• Demonstrated ability to learn new technologies on the job

• Ability to set priorities, meet deadlines and work independently and/or as part of a team

• Demonstrated ability to communicate about technical issues with non-technical customers

• Demonstrated problem-solving skills including the ability to investigate and resolve issues independently

• Demonstrated ability to synthesize data and identify underlying trends

• Experience with SQL queries a plus

Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

ITIL Foundations certification a plus

This position will be based in Cambridge, MA. HUIT actively supports hybrid work where business needs allow. Additional details will be discussed during the interview process. All remote work must be performed in a state in which Harvard is registered to do business (CA, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA).

HUIT actively supports hybrid work where business needs allow and this position has been designated to be hybrid, with some weekly presence on campus based on the needs and nature of the work.

Harvard University continues to place the highest priority on the health, safety and wellbeing of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to provide confirmation of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage. Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University’s COVID-19 Information Website.

Please provide a cover letter with your application.

Please note:

• 
  Harvard University requires pre-employment reference and background screening.

• We are unable to provide work authorization and/or visa sponsorship.

• This position has a (90 for Non-exempt, 180 for exempt) 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. Our mission is 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. HUIT’s core values are User Focused, Collaborative, Innovative and Open.

IT 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/

Total Rewards:

Harvard’s Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including:

Paid Time Off: 3 - 4 weeks accrued vacation days, 12 accrued sick days, 12.5 paid holidays plus winter recess, and 3 personal days awarded each calendar year.

Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans.

Retirement: University-funded retirement plan with full vesting after 3 years of service.

Tuition Assistance Program (TAP): $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.

Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs. https://huecu.org

Commuting Options: Flexible commuting programs and services to meet the shifting needs of the Harvard community https://www.transportation.harvard.edu/flexible

Wellness Options: A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complimentary health services.

Access to Harvard’s many athletic facilities, libraries, campus events and discounts throughout metro Boston.

Learn more: https://hr.harvard.edu/totalrewards

Accessibility:

Harvard University IT plays an important role in supporting Harvard's commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard 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 contact our University Disability Resources Department.