Position Description

Principal Duties and Responsibilities:

• Handle day-to-day operational management of the RC Core for university-wide customers and researchers that wish to use Research Computing Core services: Independently manage onboarding and off-boarding of Core users, account provisioning and de-provisioning of subscriptions or services, HMS account requests and renewal process for all Core customers that need HMS credentials, Harvard sponsored role process, and administration of end-user agreements.
• Maintain a thorough understanding of customer business needs; facilitate communication between researchers and technology providers to inform the design and functionality of research workflows.
• Own financial administration of the RC Core related to maintenance and billing, including review of invoices to investigate issues or concerns, and processing of agreements. Serve as the main point of contact between HMS Finance and the Core system management team on the enhancement of processes or features.
• Develop usage and core stats reporting for quarterly tracking, as well as ad hoc reports for RC and IT leadership.
• Ensure alignment between other RC teams so that Core services are properly charged and user status is kept up to date.
• Responsible for creating, documenting, and modifying Core processes and procedures and updating RC Core website as policies and procedures evolve.
• Engage and collaborate with a wide range of researchers through support requests. Provide ad hoc customer service and technical support to RC users to address issues and problems.
• Abide by and follow the Harvard University IT technical standards, policies and Code of Conduct.

Basic Qualifications

Additional Qualifications and Skills

• Intermediate to advanced Microsoft Excel skills.
• Excellent customer service and communication skills.
• Experience with handling billing questions.
• Familiarity with using a ticketing system like ServiceNow.
• Knowledge and experience with Core management systems.
• Work independently and/or remotely as needed.

Additional Information

This is a two-year term position from an date of hire, with the possibility of extension, contingent upon work performance and continued funding to support the position. 

This position is based in Boston and some in-person on-campus work will be required, and flexible/remote work is an option. Any remote work must be performed in a state in which Harvard is registered to do business (CA*, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA). Individual flexible and remote work options for this role will be discussed during the interview process. *Note: Harvard employees working in California must be exempt.

Harvard University continues to place the highest priority on the health, safety, and well-being of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to complete an attestation of having received their primary series COVID-19 vaccination prior to hire, as detailed on our COVID-19 Vaccine Requirement Webpage. Individuals may request exemption from the vaccine requirement for medical or religious reasons prior to completing the hiring process. 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.

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

The Harvard Medical School is not able to provide visa sponsorship for this position.

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Commitment to Equity, Diversity, Inclusion, and Belonging

We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community 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.