Position Description

Production Support

• Become proficient in all supported applications and data integrations in order to provide end-user and application support on an expert level. Applications include but are not limited to Certain event management software, Salesforce Marketing Cloud, Salesforce Mobile Connect, and associated data integrations
• Develop in-depth understanding of underlying data, data structures, and business uses of data
• Provide support during project go-lives and critical business cycles such as reunions, which may include occasional evening or weekend work

Service Delivery

• Deliver customer-focused service with an emphasis on continuous improvement in the service areas of event registration, email marketing, and mobile texting
• Build reports and update application data in order to provide stakeholders with the information required for operational needs and analytics
• Define and execute the strategy for data integrity and other configurations as needed to ensure email/text deliverability as well as accurate event registration and check-in
• Build and maintain automations, sender profiles, and publication lists as well as assist in the creation of new business units in Salesforce Marketing Cloud and Mobile Connect.
• Serve as primary liaison to Salesforce technical support and Certain technical support
• Identify and document the workflows, business processes, and requirements that facilitate event registration, payment, day-of-event needs, and post-event analysis including for complex multi-tiered events. Create, update, and troubleshoot new and existing event registration forms and microsites using Certain Events. Test event registration forms to ensure compliance with accessibility standards.
• May manage contract staff as needed, ensuring that contract resources are focused on business priorities and objectives. Ensure contract resources follow standards, best practices, and policies

Business Analysis and Project Execution

• Collaborate with stakeholders to develop a clear understanding of the business operations and how technology supports these processes in order to provide the most effective solutions possible
• Using interviews, focus groups, and other means, gather and document functional requirements. Translate requirements into solutions that support business priorities and provide a high-quality user experience
• Lead meetings to present technical solutions to stakeholders and align interests
• Participate in all aspects of service delivery and new projects implementation including medium and large projects. Review/update specifications, write and execute test plans, partner with developers and contractors/vendors, and collaborate with the training team. Perform work within a set schedule.
• Partner across the Advancement Solutions team and with schools/units to identify the impact to their applications or processes due to changes on our systems
• Lead projects to pilot new technologies and features that provide services in support of AA&D departmental goals. Make recommendations based on learnings

Team Management & Development

• Manage a team of 1 or more direct reports to create and sustain a high performing, innovative, customer-service oriented operation. Provide ongoing coaching and performance management to promote staff career development.
• Utilize management approaches that prioritize diversity equity, inclusion, and belonging
• Establish practices that ensure staff accountability, clearly defined goals, and metrics by which to measure success

The above covers the most significant responsibilities of the position. It does not, however, exclude other duties, the inclusion of which would be in conformity with the level of the position.

Basic Qualifications

• Minimum of five years' post-secondary education or relevant work experience

Additional Qualifications and Skills

• Familiarity with standard Microsoft Office tools and collaboration tools such as Teams and Zoom is required
• Basic understanding of HTML is preferred
• Familiar with best practices related to the software development life cycle preferred
• Must have an even disposition and be able to deal effectively and politely with all people from all types of backgrounds and experience and in all types of situations.
• Must be conscious of data security and risk management.
• Demonstrated ability to evaluate problems accurately and display sound judgment.
• Ability to work within a team-oriented environment and manage multiple projects simultaneously. Must be collaborative, conscientious, and results-oriented.

Certificates and Licenses

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

Additional Information

This position requires a 3 month orientation and review period.
Please include a cover letter with your application.

ADVANCEMENT SOLUTIONS OVERVIEW: 
Advancement Solutions sits at the intersection of the rapidly evolving landscapes of business program operations, business intelligence, data science, CRM, technology, and customer service. The team is mission focused, providing the business program operations, data, and technology infrastructure that enables the work of approximately 1100 University-wide Alumni Affairs & Development (AA&D) staff to fundraise over $1 Billion dollars annually and engage hundreds of thousands of alumni, donors, and volunteers.  The team leads efforts to innovate and enhance the work of the organization through business process management, project execution, business intelligence, change management, and technology systems.  The team sustains critical systems, business processes, operations, and customer service for staff, alumni, and donors.   

Why AA&D?
We are a dedicated team of 400 alumni affairs and development professionals supporting Harvard's advancement activity through roles that include front-line fundraising, alumni and volunteer engagement, technology, events, communications, prospect management and research, business process, talent management and many other areas.

Harvard's Alumni Affairs and Development team inspires and galvanizes alumni, friends, and members of the University community to support Harvard through philanthropy, governance, and active engagement. AA&D believes a workplace that reflects the diversity of our society and our ever-evolving University constituency makes us a stronger and more effective organization. Our goal is to create an environment of respect that values the many talents, perspectives, and experiences of our community, to deliver the strongest possible results by incorporating diverse perspectives into our daily work, and to make AA&D a great place to work for everyone. AA&D strives to live our values of respect, inclusion, trust, collaboration, innovation and sharing of information in our daily interactions and our work.

To learn more about how Harvard supports diversity and inclusion throughout the University please visit the Office for Diversity, Inclusion & Belonging at https://dib.harvard.edu/.

Harvard University Benefits: Information can be found at https://hr.harvard.edu/totalrewards.

Accommodations: Harvard University 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 let your recruiter know.

Vaccine Requirements: Harvard University continues to place the highest priority on the health, safety and wellbeing of its faculty, staff, and students, as well as the wider community. Please note that all new employees are required to provide proof of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage. Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University's COVID-19 Information Website.

Salary Grade: 058

Union: 00 - Non Union, Exempt or Temporary

Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement
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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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