Business Systems Analyst, Executive Education at Harvard University

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.   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 cus