Business Systems Analyst, Executive Education
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About Us:
Harvard Business School Executive Education brings together senior executives from the world’s most influential organizations, preparing them to reach the next level for their organizations and for themselves. Working closely with HBS’s world-class faculty, we design and deliver programs for individuals and for organizations, welcoming over 12,000 participants annually from over 130 countries. Programs range from a few days to multiple weeks. Most programs are delivered on the HBS campus, where participants live, learn, and dine together in dedicated Executive Education residences and facilities. Our programming includes in-person, virtual, and blended (combining both in-person and virtual learning) options. The Executive Education department consists of open enrollment, global, and custom program portfolio management; guest services; marketing; corporate sales; program operations; technology services; human resources; enrollment and admissions; and finance.
Job Description
Job Summary
Reporting to the Operations Manager, Executive Education Information Technology (EEIT), the Business Systems Analyst (BSA) is a central operational and analytical partner, responsible for owning day-to-day case intake, triage, and prioritization across EEIT Operations, while directly resolving a significant portion of Tier 1 support requests. In addition to hands-on operational support and business analysis, the BSA will partner with the Operations Manager to continuously improve scalable case intake, triage, knowledge base documentation, and escalation practices—ensuring work is prioritized, transparent, and delivery is efficient and predictable.
Position Description
Provide day-to-day Tier 1 support for Salesforce and Learning Communities
Troubleshoot and resolve issues related to user access, roles, permissions, participant, faculty, guest, and staff records, data discrepancies, configuration issues, and system behavior
Own cases from intake through resolution, ensuring clear documentation and communication
Own the operational intake pipeline, including initial assessment, prioritization, assignment, and resolution of Tier 1 cases
Manage incoming EEIT cases to ensure timely triage and predictable flow of work
Apply defined criteria to route higher-complexity or cross-functional work to ExEd Release workstreams
Define, document, and continuously improve intake, triage, and escalation processes
Identify trends, risks, or capacity constraints and proactively surface them to the Operations Manager, EEIT
Perform advanced Salesforce data work including data uploads and bulk updates, contact and participant merges, and cleanup of duplicate, test, or erroneous records
Use tools such as Dataloader.io to execute controlled data changes while maintaining data integrity
Participate in testing and validation for fixes or release-related changes
Support post-release verification to ensure operational readiness
Work directly with Executive Education staff and program teams to resolve issues quickly and accurately
Provide clear, responsive customer service in a fast-paced, program-driven environment
Escalate blockers or risks appropriately to EEIT leadership
Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents.
This role is responsible for other duties as assigned
Qualifications
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.
Advanced Salesforce experience, including data management, permissions, reporting, and operational support across complex use cases
Additional Qualifications and Skills:
Proven ability to independently manage a high-volume case workload
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to manage multiple priorities and work independently with minimal direction
Demonstrated success collaborating across teams in a fast-paced, service-oriented environment
Experience partnering with business users to document requirements and test functionality
Strong quality assurance, investigative, and documentation skills
High attention to detail
Experience with Learning Management Systems or Learning Communities
Experience with Dataloader.io
Experience with Marketing Cloud
Experience with Einstein Analytics
Additional Information
Standard Hours: 40 hours/week, overtime eligible
Expected Offer Range: $82,000 – $86,000 commensurate with experience.
Visa Sponsorship: Harvard University is not able to provide visa sponsorship for this position.
Pre-Employment Screenings: Identity check
Other Information:
This is a hybrid position which we consider to be a combination of onsite and remote work at our Boston, MA based campus. This department expects staff to be onsite a minimum of 2 days per week and departments to provide onsite coverage Monday – Friday. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.
We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.
Work Format Details
This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.
Salary Grade and Ranges
This position is salary grade level 056. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.
Benefits
Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:
- Generous paid time off including parental leave
- Medical, dental, and vision health insurance coverage starting on day one
- Retirement plans with university contributions
- Wellbeing and mental health resources
- Support for families and caregivers
- Professional development opportunities including tuition assistance and reimbursement
- Commuter benefits, discounts and campus perks
Learn more about these and additional benefits on our Benefits & Wellbeing Page.
EEO/Non-Discrimination Commitment Statement
Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.
Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.