Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!
The Identity and Access Management (IAM) Program at Harvard University has been established to deliver a unified approach to the authentication, or login, process across the University while also simplifying the creation of an individual's information distributed across Harvard Schools. Similar to a passport allowing access across the University, every school has the capability to partake in centralized IAM services to deliver a standardized Harvard experience while still allowing the distribution of identities with local school management. Simply put, the IAM Program makes it easy for Harvard's user community to securely access the applications and information they need to be effective.
Harvard University's Identity and Access Management Group, which is part Harvard University Information Technology (HUIT), is seeking a highly skilled User Account and Transition Manager to be part of the Identity & Access Management Program.
The User Account and Transition Manager position will split time between three key responsibilities: communications and feedback with the IAM/HarvardKey user populations (providing subject matter expertise and community engagement on best practices for IAM at Harvard), backend management of the IAM services/accounts/operational processes (manage the internal Operations/Accounts Team and IAM ITSM Practices), and the management and supervision of change tickets within the entire IAM portfolio to ensure functionality, stability, and customer awareness.
The User Account Services Manager will coordinate the IAM Team's operational responsibilities including, but not limited to, consulting with prospective customers regarding IAM services, fielding customer's service, data and policy questions, monitoring service level agreements, coordinating ongoing incidents and request-based support tasks, monitoring data quality and defining standard operating procedures. The User Account Services
Key responsibilities are outlined in the additional qualifications section.
Harvard University requires pre-employment reference and background screening.
Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.
This position has a 180-day orientation and review period.
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Join Harvard University Information Technology (HUIT) to assure Harvard's leadership in IT!
More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.
To make it easier for students, faculty and staff to learn, research, teach, and work through the effective deployment and use of information technology.
Salary Grade: 058
Union: 00 - Non Union, Exempt or Temporary
Bachelor's degree with coursework in information systems or computer science preferred; or equivalent years experience
5+ years experience to include lead work in operations support, customer service or business analysis.
Solid experience managing staff.
Experience account management tools and Active Directory.
Ability to diffuse conflict and manage customer expectations
Extraordinary communication skills and writing ability.
Must demonstrate the ability to forge collaborative working relationships with diverse constituencies.
Experience in a higher education environment is preferred.
Experience in Identity and Access Management preferred.
Expertise with a service desk ticketing application such as ServiceNow or equivalent application
ITIL v3 certification
Experience in and Agile/Kanban environment.
Key responsibilities include:
Work with University schools to help understand the value of IAM services, how to implement those services locally, provide updates as services changes and evolve, and maintain an active feedback loop
Develop operational support processes for new and existing service offerings.
Manage the service transition activities related to IAM's infrastructure and application projects. This includes procedures for the ITIL change management processes
Develop communications strategy for managing existing service and supporting service change management.
Plan resources and assesses tools for short/long term strategies
Develop standards to improve efficiency and over-all quality of work delivered by the team
Collaborate with schools & HUIT groups on process and tool enhancements.
Promote and manage the knowledge base and problem management process to resolve existing issues and potentially re-occurring items
Manage team and staffing levels to support current and future work load
Assist analysts in providing first line support when workloads are high, or where additional experience is required. This includes procedures for active incident management.
Create and manage culture of customer focus that should be visible through all levels of customer contact
Work directly with operations and technical delivery managers/teams to ensure quality of service and over-all delivery of services and projects
Serve as escalation resource on service delivery issues
Prepare/present metrics, identifying areas of opportunities and path to resolution
Increase the operating efficiency with the continual development, review, and evaluation of systems and procedures. When necessary identify requirements and coordinate enhancements with development teams (may include testing).
Monitor service queues, ensuring Service Levels are met and high quality customer service is maintained
Design and manage service delivery processes according to Harvard current best practice. Directly run operationally focused projects
Position includes occasional evening/weekend work around releases and urgent issues and on-call responsibilities. Additional Information:
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.
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. T...he 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.