Website Harvard University
Position Description
Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. 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!
Libraries and library staff rely heavily on technology and digital resources to provide services to students, faculty, and researchers at Harvard. Enterprise Library Systems are used intensively on a daily basis by 800+ library staff and 50,000+ students, faculty, and researchers. Supported systems and services enable research, teaching, and learning as well as collection management business processes. These systems and resources are constantly evolving; LTS works to ensure that new systems and services are continuously evaluated or developed to meet emerging needs across Harvard Libraries.
The Library Technology Services (LTS) team at Harvard University is seeking a Production Systems Librarian to help support and maintain resilient services that support world-class research and teaching at Harvard. The Library Systems Support Team triages, analyzes, directly resolves, or reassigns service requests, incident reports, and other user problems. The team provides in-depth technical support for selected applications. The team works collaboratively with software engineers, analysts, systems librarians, library staff, system administrators, and IT professionals to support and maintain stable applications for the Harvard libraries. The team assesses support requests, identifies persistent support problems, and recommends follow-up actions (i.e analysis for potential solutions, alternative documentation/training opportunities, automation). The team manages the maintenance of documentation on the LTS internal and external websites and wikis and the HUIT Service Catalog. In addition to a technical support role, the incumbent also performs functional, user Tier 1 and 2 support across all LTS production systems.
Principal Duties and Responsibilities (Essential Functions*):
- As a member of the Library Systems Support Team, provide Tier 1 and Tier 2 functional support for LTS Systems. Independently manage and respond to an average of more than 25 tickets per week.
- Troubleshoot, analyze, and debug reported problems.
- Provide data analysis to complete services requests.
- Consult with Tier 3 resources as needed to resolve issues.
- Communicate with Harvard Library managers and staff, HUIT managers, staff, and system administrators, and LTS staff.
- Working with systems librarians, software engineers, and devops engineers, maintain, debug, update, test, deploy, program changes for complex set of workflows requiring in depth technical knowledge for existing services.
- Perform quality assurance testing for new releases of existing systems.
Typical Core Duties:
- Work within a team on most phases of service analysis and consider the business implications of technology applications to the current and future business environment.
- Collaborate with stakeholders to translate business needs into systems requirements and scoping.
- Participate in the definition of systems requirements and gap analysis and n the development of plans and policies for a unit/school.
- Abide by and follow the Harvard University IT technical standards, policies and Code of Conduct.
Basic Qualifications
- Minimum of two years’ post-secondary education or relevant work experience
Additional Qualifications and Skills
- Master’s in library and information science highly preferred or equivalent experience required (5+ years in a research library).
- Demonstrated aptitude for technical analysis and problem solving
- Ability to think analytically and explain technical concepts and functions to non-technical staff.
- Strong organizational skills and ability to manage multiple competing priorities
Please provide a cover letter with your application.
To apply for this job please visit jobs.brassring.com.