OPERATIONS ANALYST I, IS&T IT Help Center

Boston University Information Services & Technology (IS&T) is seeking applicants with diverse skills and experiences to join our innovative and inclusive community. You will join as an Operations Analyst I where you will serve as a subject matter expert for many technology concepts, applications, systems, and services, and spend your time resolving incidents, fulfilling requests, and participating and/or leading service, platform, or project teams. As part of the Service Desk and Support Operations team, you will report to the Operations Manager. 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.

You Will:

• 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.
• Provide 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.

Required Skills

You Will Have:

• Bachelor's degree required and 1-3 years of experience.
• Technical Skills:
  • 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.

You Can:

• Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
• Communicate effectively and respectfully with stakeholders at all levels of the organization.
• Learn and support new technology quickly.
• Work well with external vendors.
• 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. Boston University offers an excellent benefits package including: Time Off: In addition to PTO and leave policy, 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. Check out and for more information! Boston University 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, Fun Advisory Board (FAB) arranges a number of events throughout the year and opportunities to engage with peers at NERCOMP and EDUCAUSE events. If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We, at IS&T, appreciate each individual's knowledge, experiences and insights which enhance who we are, and as our DEIA knowledge and practice grows, we will ensure that our Mission, Vision, & Practices remain equitable and welcoming to all.

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.