Senior Application Analyst, AI Operations, IT

Harvard University • Boston, MA

1d • $95,000 - $100,000 • Hybrid

About The Position

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.

Requirements

• Minimum of two years’ post-secondary education or relevant work experience

Nice To Haves

• Ability to administer and support enterprise AI services, Software as a service (SaaS) platforms, integrations, or other business critical applications
• Demonstrated testing, validation, documentation, and implementation of application connectors, APIs, integrations, or Model Context Protocol servers
• Working knowledge of identity and access management, authentication, role-based access, and data access controls
• Proven record of coordinating technical incident resolution, including major incidents involving vendors and internal teams
• Demonstrated success in managing service plans, roadmaps, rollouts, upgrades, implementations, or application lifecycle activities
• Successful use of operational dashboards, reports, and service data to monitor adoption, usage, token utilization, service health, and performance trends
• Familiarity with supporting software licensing and procurement, including inventory management, renewals, utilization reviews, requirements gathering, and vendor coordination
• Demonstrated ability to serve as a subject matter expert and trusted advisor while collaborating effectively across technical and business teams
• Effective at problem solving with a proactive solution-focused approach
• Excellent written and verbal communication skills
• ITIL Foundation certification or comparable service management experience

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, escalate, 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 documentation, including service records, procedures, connector documentation, and knowledge base articles.
• Collaborate with Information Security, identity and access management, and others to support security reviews, risk assessments, audits, data protection, and responsible AI practices
• Support AI service licensing and procurement activities by maintaining inventories, track assignments and renewals, review utilization, gather requirements, coordinate vendor information, and escalate budget or contract decisions to management
• Identify operational risks, recurring problems, defects, and enhancement opportunities, and contribute to backlog prioritization and continuous improvement
• Build trust and collaboration by being present on site and engaging directly with colleagues and various constituents
• Complete other responsibilities as assigned

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree