Senior Application Analyst, AI Operations, IT

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Harvard Business School (HBS) IT is a nimble, innovative, strategic partner who crafts, delivers and supports pioneering technology solutions that connect, enable and inspire the HBS community to educate leaders who make a difference in the world. Visit our website for more information: http://www.hbs.edu/information-technology/about-us.

Job Summary:

Are you excited by the opportunity to help run and optimize the AI services that are changing how a world-class business school works, learns, and innovates? Do you enjoy turning emerging technology into reliable, secure, and well-supported services? If so, consider joining HBS IT as a Senior Application Analyst, AI Operations. This role provides critical subject matter expertise and operational support to our faculty, learners, and staff in support of HBS’s mission to educate leaders who make a difference in the world.

The Senior Application Analyst, AI Operations, IT reports to the Manager, IT Collaboration Services and is part of the Application & Service Administration team within HBS IT’s Talent Management, Services and Support IT group. This position is responsible for the reliable, secure, and effective operation and maintenance of HBS IT’s artificial intelligence services, platforms, integrations, and related applications.

They partner with HBS IT teams along with vendors and stakeholders across HBS, to deliver AI services that are reliable, secure, appropriately governed, and aligned with institutional needs.

The ideal candidate is an experienced application operations professional who combines strong technical judgment with a service-oriented approach. They are comfortable supporting rapidly evolving AI technologies, coordinating across teams, leading major incident response, and translating operational needs into clear plans and sustainable processes.

Job-Specific Responsibilities:

• Administer the AI services lifecycle, including provisioning, deprovisioning, role-based access, configuration, service readiness, and ongoing operational support
• Serve as an operational liaison between the AI Operations team and the AI Strategy and Capabilities team, translating new solutions into supportable services and communicating operational needs
• Implement approved service plans, operational plans, roadmaps, and lifecycle activities in partnership with the manager, AI Strategy and Capabilities team, and other IT stakeholders
• Test, validate, document, and implement connectors between HBS IT platforms, AI services, and Model Context Protocol servers, including authentication, data access, security validation, troubleshooting, and transition to support
• Monitor service health, adoption, usage, token utilization, and operational trends through dashboards, reports and service data and recommendation service improvements and optimization
• Coordinate AI service rollouts, upgrades, releases, migrations, and implementations, including requirements gathering, testing, communications, knowledge transfer, and post-implementation validation
• Serve as a subject matter expert on AI service operations and provide technical expertise for projects, implementations, use cases, and support decisions
• Diagnose, coordinate, extend, and resolve incidents affecting AI platforms, integrations, agents, and related applications, including oversight of technical resolution of major incidents with vendors and internal teams
• Create and maintain operational…