This position provides support for the University's EH&S Central Management Systems & Programs group. Primary responsibilities include supporting the department's EH&S software applications and training programs. Position will participate in a variety of support tasks for multiple EH&S and University platforms including Safety Stratus, Accruent, Salesforce Maximo, chemical inventory, and the Saba-based Harvard Training Portal (HTP). Duties may include acting as a customer liaison for the resolution of issues, administering user accounts, running and analyzing custom reports, entering course and attendance data, creating classes in HTP, verifying data integrity, implementing data quality control procedures, making updates to online courses, and performing periodic system maintenance tasks including updates to rosters, buildings, and rooms.
Duties and Responsibilities
Troubleshoot and respond to support requests via email, phone, and via Service-Now (the Harvard University Information Technology (HUIT) ticketing system); ensure that correct escalation paths are followed in the troubleshooting and resolution of all issues.
Provide support for multiple EH&S systems including updating buildings, rooms, and users, uploading data spreadsheets, and analyzing training and other data sets for quality control.
Complete data entry/management as needed including, but not limited to, course completion details from attendance sheets into the HTP to ensure compliance with all applicable recordkeeping requirements.
Set up courses, classes and other training-related data elements in HTP in preparation for instructor-led courses.
Make minor content and formatting updates to online courses using Articulate Storyline/Rise software.
Support administrative staff in updating EH&S department web pages using front-end user-enhanced web tools within prescribed guidelines; escalate more complex updates to HUIT business partner.
Use Qualtrics or similar survey application to create, distribute and collect survey data for the Central Management Systems & Programs group.
Design, generate and interpret moderately complex reports on a routine basis; compile metrics for systems and training dashboard reports.
Participate in complex technical projects
Audit training attendance data and other EH&S system data on a regular basis to ensure data integrity and quality.
Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
Assist with EH&S project and program work, as needed which may include preparing correspondence, training materials, business presentations, publications, marketing collaterals, educational, and other materials using word processing, spreadsheets and/or databases to facilitate systems and training user understanding.
Salary Grade: 054
Union: 55 - Hvd Union Cler & Tech Workers
Bachelor's degree or equivalent combination of education, work, or military experience.
Three to five years of related experience as a data analyst, system support specialist, or similar role.
The individual must be able to easily adapt to new systems/software/programs and have a track record of working with proprietary systems.
Demonstrate and execute tasks effectively with an eye for accuracy and detail
Must be able to use Microsoft Outlook, Excel, Word, SharePoint, and PowerPoint.
Ability to work in a fast-paced environment, handling multiple assignments for independent operating units.
Excellent oral and written communication skills.
The ideal candidate understands the importance of empathy, active listening, and accountability when working with customers to deliver technology solutions.
Able to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who, thrives in a team environment as well as in an individual setting; and functions effectively under pressure.
Able to develop and maintain a complete understanding of the business issues and processes surrounding the department
Able to work independently with minimal supervision
Experience with Articulate Storyline, Service-Now (or other ticketing systems), Saba (or other learning management systems), PeopleSoft, and Qualtrics preferred.
Experience in a data entry environment is preferred.
Prior phone and in-person support experience preferred
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: 49998BR
About Harvard University Campus Services
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.