Senior Application Analyst, AI Operations, IT

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive. Harvard Business School (HBS) IT is a nimble, innovative, strategic partner who crafts, delivers and supports pioneering technology solutions that connect, enable and inspire the HBS community to educate leaders who make a difference in the world. Visit our website for more information: http://www.hbs.edu/information-technology/about-us.   Job Summary: Are you excited by the opportunity to help run and optimize the AI services that are changing how a world-class business school works, learns, and innovates? Do you enjoy turning emerging technology into reliable, secure, and well-supported services? If so, consider joining HBS IT as a Senior Application Analyst, AI Operations. This role provides critical subject matter expertise and operational support to our faculty, learners, and staff in support of HBS’s mission to educate leaders who make a difference in the world.   The Senior Application Analyst, AI Operations, IT reports to the Manager, IT Collaboration Services and is part of the Application & Service Administration team within HBS IT’s Talent Management, Services and Support IT group. This position is responsible for the reliable, secure, and effective operation and maintenance of HBS IT’s artificial intelligence services, platforms, integrations, and related applications. They partner with HBS IT teams along with vendors and stakeholders across HBS, to deliver AI services that are reliable, secure, appropriately governed, and aligned with institutional needs.  The ideal candidate is an experienced application operations professional who combines strong technical judgment with a service-oriented approach. They are comfortable supporting rapidly evolving AI technologies, coordinating across teams, leading major incident response, and translating operational needs into clear plans and sustainable processes.   Job-Specific Responsibilities: - Administer the AI services lifecycle, including provisioning, deprovisioning, role-based access, configuration, service readiness, and ongoing operational support  - Serve as an operational liaison between the AI Operations team and the AI Strategy and Capabilities team, translating new solutions into supportable services and communicating operational needs  - Implement approved service plans, operational plans, roadmaps, and lifecycle activities in partnership with the manager, AI Strategy and Capabilities team, and other IT stakeholders  - Test, validate, document, and implement connectors between HBS IT platforms, AI services, and Model Context Protocol servers, including authentication, data access, security validation, troubleshooting, and transition to support  - Monitor service health, adoption, usage, token utilization, and operational trends through dashboards, reports and service data and recommendation service improvements and optimization  - Coordinate AI service rollouts, upgrades, releases, migrations, and implementations, including requirements gathering, testing, communications, knowledge transfer, and post-implementation validation  - Serve as a subject matter expert on AI service operations and provide technical expertise for projects, implementations, use cases, and support decisions  - Diagnose, coordinate, escalate, and resolve incidents affecting AI platforms, integrations, agents, and related applications, including oversight of technical resolution of major incidents with vendors and internal teams  - Create and maintain operational documentation, including service records, procedures, connector documentation, and knowledge base articles.  - Collaborate with Information Security, identity and access management, and others to support security reviews, risk assessments, audits, data protection, and responsible AI practices  - Support AI service licensing and procurement activities by maintaining inventories, track assignments and renewals, review utilization, gather requirements, coordinate vendor information, and escalate budget or contract decisions to management  - Identify operational risks, recurring problems, defects, and enhancement opportunities, and contribute to backlog prioritization and continuous improvement  - Build trust and collaboration by being present on site and engaging directly with colleagues and various constituents  - Complete other responsibilities as assigned Working Conditions: - Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required  Basic Qualifications: - Minimum of two years’ post-secondary education or relevant work experienceAdditional Qualifications and Skills: The following are preferred:  - Ability to administer and support enterprise AI services, Software as a service (SaaS) platforms, integrations, or other business critical applications  - Demonstrated testing, validation, documentation, and implementation of application connectors, APIs, integrations, or Model Context Protocol servers  - Working knowledge of identity and access management, authentication, role-based access, and data access controls  - Proven record of coordinating technical incident resolution, including major incidents involving vendors and internal teams  - Demonstrated success in managing service plans, roadmaps, rollouts, upgrades, implementations, or application lifecycle activities  - Successful use of operational dashboards, reports, and service data to monitor adoption, usage, token utilization, service health, and performance trends  - Familiarity with supporting software licensing and procurement, including inventory management, renewals, utilization reviews, requirements gathering, and vendor coordination  - Demonstrated ability to serve as a subject matter expert and trusted advisor while collaborating effectively across technical and business teams  - Effective at problem solving with a proactive solution-focused approach   - Excellent written and verbal communication skills Certificates and Licenses: The following is preferred:  - ITIL Foundation certification or comparable service management experience  - Standard Hours/Schedule: 40 hours per week - Compensation Range/Rate (including Shift Differential if applicable): $95,000 - $100,000, salary commensurate with experience - Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position - Pre-Employment Screening: Identity, Education, Criminal - Other Information: - This role is a hybrid position which we consider to be a combination of remote and onsite work at our Boston, MA-based campus. HBS expects all staff to be onsite at least three days per week and for 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.    #LI-MM1 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 057. 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.