Business Systems Analyst, Executive Education

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Harvard Business School Executive Education brings together senior executives from the world's most influential organizations, preparing them to reach the next level for their organizations and for themselves. Working closely with HBS's world-class faculty, we design and deliver programs for individuals and for organizations, welcoming over 12,000 participants annually from over 130 countries. Programs range from a few days to multiple weeks.

Most programs are delivered on the HBS campus, where participants live, learn, and dine together in dedicated Executive Education residences and facilities. Our programming includes in-person, virtual, and blended (combining both in-person and virtual learning) options. The Executive Education department consists of open enrollment, global, and custom program portfolio management; guest services; marketing; corporate sales; program operations; technology services; human resources;

enrollment and admissions; and finance.

Reporting to the Operations Manager, Executive Education Information Technology (EEIT), the Business Systems Analyst serves as a functional expert supporting Executive Education's portfolio of enterprise applications, with Salesforce serving as the core business platform. The role provides operational support, business analysis, solution assessment, and light system administration across Salesforce and other enterprise applications, including LinkPoint, Community Cloud, and related technologies, ensuring business processes and system functionality operate effectively while serving as a trusted technology partner to business stakeholders.

The Business Systems Analyst partners closely with the Operations Manager to ensure operational support activities align with EEIT priorities, governance, and service standards. The role proactively communicates emerging issues, operational risks, and recurring trends, and collaborates on decisions that have broader business, technical, or organizational impact.

Operating within a highly customized Salesforce environment, the Business Systems Analyst is comfortable navigating ambiguity, independently researching complex issues, assessing business impacts and technical dependencies, and collaborating to deliver effective solutions. The role embraces emerging technologies, including generative AI, to improve operational efficiency, enhance customer self‑service, streamline case intake, strengthen knowledge management, and continuously improve the technology support experience across Executive Education.

• Manage operational support requests across Salesforce (Sales Cloud, Community Cloud), LinkPoint, and other enterprise applications from intake through resolution or escalation by investigating production issues, performing root cause analysis, determining the appropriate solution path, and providing timely communication and exceptional customer service.
• Evaluate requests using established governance by assessing business impact and potential impacts to system configuration, automation, integrations, security, reporting, data, and related business processes. Coordinate with EEIT or HBS IT to support issue resolution.
• Document operational findings, issue analysis, business context, and supporting information to facilitate efficient handoff to Business Analysts and other technical teams for enhancement work.
• Collaborate with the EEIT Data Management team by providing business context, validating data needs, and supporting operational data activities while escalating complex data management requests as appropriate.
• Develop and maintain knowledge articles, operational procedures, and system documentation that support ongoing operations and customer self‑service.
• Support release readiness through functional testing, user acceptance testing, post‑deployment validation, and operational…