Our Ability Jobs

Want to be at the cutting edge of research and innovation on a vibrant, dynamic campus shaping the future of education? Were seeking applicants with diverse skills and experience to join the Boston University Information Services & Technology (IS&T) community. We are in search of an Operations Analyst I to join our Service Desk and Support Operations team. Service Desk staff serve as subject matter experts (SMEs) for many technology concepts, applications, systems, and services, and spend their time resolving incidents, fulfilling requests, and participating and/or leading service, platform, or project teams. This position will have the opportunity to leverage technical expertise and logical problem-solving skills to understand business needs, analyze data, and strategies and objectives to maximize productivity and improvement of IT related processes across all departments within the Technology Experience & Community department. Individuals will also be providing advanced level support for various client-impacting technologies. The ideal candidate is one who highly values the client experience, is resourceful, adaptable, thrives in a team-based structure, and ensures technology works for the client, not the other way around. Please note that this is a fully onsite position. This position may entail being on call and working evening, weekend and/or holiday hours, as needed.

Boston University offers an excellent benefits package including:

Time Off: In addition to generous time off, BU employees have a paid intersession break, and 13 paid holidays.

Retirement: University-funded retirement plan with full vesting after 2 years of eligible service.

Tuition Assistance Program: Competitive tuition assistance program for yourself and family members.

Transportation: BU offers a discounted MBTA pass as well as additional options to assist employees in their daily commute.

Wellness: BU offers programs and classes at little or no cost, including workshops and personal counseling, please check out https://www.bu.edu/wellness/ for more information!

Culture & Community: BU also offers access to discounts or free admission to various city art/cultural institutes around Boston.

Our mission is to provide best-in-class technology and data services to support outstanding education, groundbreaking research, effective administration, and a connected, secure community to Boston University, one of the largest private employers in Boston with almost 10,000 faculty and staff BU. IS&T invests in our staff and their personal and professional growth. We promote staff learning including lunch and learn sessions, an extensive library of online courses, and opportunities to engage with peers at NERCOMP and EDUCAUSE events. Our Fun Advisory Board (FAB) arranges a number of events throughout the year; recent events included a night a Lucky Strikes Boston, karaoke night, BU hockey game, a night at Symphony Hall, pancake breakfast, and a department holiday lunch.

If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.

Required Skills

Preferred Qualifications:

The following qualifications are preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

Soft Skills:

• Strong writing and organizational skills required.

• Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.

• Learn and support new technology quickly.

• Strong customer service skills.

• Interact with all levels of an organization in a professional, diplomatic and tactful manner.

• Work well with external vendors.

• Work well with both primary and dotted line reporting.

• Work productively in cross-functional teams and/or resourcefully and independently as an individual in in a fast-paced, dynamic environment.

• A high level of independent decision making is absolutely required.

• Effectively collaborate with other IT and non-IT members to solve issues that arise; evaluate challenges with existing solutions and provide enhanced/ new alternatives and/ or processes

• Ability to drive innovation and efficiencies in our organization and be vocal champion of our solutions. Technical Expertise:

• Intermediate troubleshooting skills for common operating systems, mobile devices and programs

• Experience with a variety of analytical tools commonly leveraged in a complex enterprise environment such as reporting, trend analysis, key performance indicators, etc.

• Experience writing simple technical documentation.

  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor .

Required Experience