Application Support Analyst

Company: Harvard University
Location: Cambridge
Posted on: November 19, 2022

Job Description:

Basic QualificationsBasic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.BS/BA, preferably in Information Technology or similar technical qualification3-5 years of related IT work experienceKnowledge of SQLExperience working with customers on a helpdesk using helpdesk ticket queuesExperience at analyzing and troubleshooting incidents in an IT support environmentClear and precise written and oral communications skillsDemonstrated ability to understand large software applications and technologiesAbility to communicate with IT management and customers at all levelsAbility to handle multiple incidents/requests simultaneouslyAdditional Qualifications and SkillsThe following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.Experience with ServiceNowExperience with JiraExceptional attention to detailExtensive experience in application supportExcellent time management skillsExcellent judgment skills, particularly around issue escalationAbility to work well independentlyFamiliarity with IT service delivery (ITIL) processesWorking ConditionsInterview and onboarding activity for this position may be conducted via telephone & Zoom video conferencing.This position will be based in Cambridge, MA.HUIT actively supports hybrid work where business and team needs allow. Additional detail will be discussed during the interview process.All remote work must be performed in a state in which Harvard is registered to do business (CT, MA, MD, ME, NH, NY, RI, and VT). The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard's Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University's "COVID-19 Vaccine Information" webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard's Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies.Additional InformationPlease 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-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.orgTransportation: 50% discounted MBTA pass as well as additional options to assist employees in their daily commute. 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 athletic facilities, libraries, campus events and many 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.

Keywords: Harvard University, Cambridge , Application Support Analyst, Professions , Cambridge, Massachusetts