Telecommunications, HBS Directory and Data Manager
July 7, 2018
USA - MA - Boston
The Telecommunications, HBS Directory and Data Manager will oversee the day- to -day operations of Telecommunications for the HBS campus. This role will coordinate with both HBS Operations, HUIT telecommunications, DRFD, HR and other areas within Information Technology to ensure the availability of telecommunications to the campus and individuals requiring the service. Also providing HBS Directory services ensuring the most accurate and complete data for the school. This role will oversee data integrity and data management of the business operations department for Information technology. Providing regular and sustainable reporting, dashboards and metrics in areas of HR, Finance, Telecommunications, Vendor, Contract and Technology Procurement. In working with the respective areas this individual will develop a meaningful set of data that is presented on a consistent basis to Information Technology Leadership and the CIO at regular intervals and as requested.
As the Service Owner this individual will oversee the Telecommunications service health and processes. Providing a roadmap of potential areas of service improvement on an annual basis. This roadmap may generate a series of small to medium projects within the IT portfolio.
Ensure telecommunications service is provided for the entire HBS campus working in coordination with HUIT and other internal HBS organizations.
Coordinate all telecom moves, add, changes and departures on the HBS campus
Provide mentoring and process leadership to team members.
Ability to provide planning and business process leadership on initiatives.
Create functional documentation and regular periodic review and update.
Must have the ability to manage demands with frequent changes or delays and to work in team environment.
Collaborate with HBS departments to ensure updates to the HBS Directory are accurate and completed on a timely manner.
Provide world class customer service to the HBS Community
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary
Bachelor's Degree required and/or 5+ year's experience in a service capacity within a higher educational environment.
4+ years Telecommunications experience with both Centrex and VoIP platforms
7+ years Customer Service experience in a multi-business locations setting
Ability to communicate with a diverse customer communities
Strong task and time management experience
Ability to excel with minimal direct supervision
Excellent troubleshooting and problem-solving skills
Attention to detail a MUST along with data integrity
Ability to analyze data
ServiceNow experience preferred
ITIL Foundations certification desired
Advanced Excel, and/or Tableau knowledge
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.
Internal Number: 46259BR
About Harvard University
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. The 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.