Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!
The opportunity
Harvard Business Impact empowers organizations to unlock the full potential of their people and drive transformation in a rapidly changing world.
The Learner and Technology Services (LTS) European Union Datacenter (EUDC) Specialist serves as the primary subject matter expert for EU Datacenter operations, supporting clients who utilize Harvard Business Publishing’s digital learning platforms and services. This role is responsible for managing EU Datacenter-specific processes, handling restricted personal identifiable information (PII) in accordance with applicable privacy requirements, and providing advanced technical and operational support to clients and internal stakeholders.
This is a multi-purpose role that combines Tier 2 technical support, platform administration, user management, operational oversight, and technical integration support. The ideal candidate is a collaborative problem solver who thrives in a client-focused environment and can effectively bridge business needs with technical solutions while delivering an exceptional customer experience.
What you'll do
- Serve as the primary owner and subject matter expert for EU Datacenter operations, processes, restricted PII workflows, and client support activities.
- Provide advanced Tier 2 technical support by troubleshooting complex platform, user, integration, and system issues while ensuring timely resolution and communication.
- Manage user administration activities, including account provisioning, permissions, access management, and related operational processes.
- Support and troubleshoot technical integrations, including LMS integrations, Single Sign-On (SSO), APIs, xAPI connections, and data feeds.
- Partner with internal teams, third-party vendors, and platform providers to investigate issues, implement solutions, communicate updates, and improve service delivery.
- Monitor support trends, identify recurring issues, and recommend process, system, and operational improvements that enhance the client experience.
- Develop and maintain documentation, knowledge articles, and operational procedures that promote consistency, scalability, and team effectiveness.
- Represent the support team in cross-functional initiatives, advocating for client-focused solutions and continuous improvement across the business.
What you'll bring
- 5+ years of experience in educational technology, technical support, product support, client success, systems administration, implementation, or a related field.
- Demonstrated experience troubleshooting complex technical and operational issues, identifying root causes, and driving issues through resolution while balancing client needs and business priorities.
- Strong proficiency with Microsoft Office Suite, CRM and ticketing platforms (such as Salesforce and Zendesk), learning management systems (LMS), Splunk, Jira, or similar enterprise technologies.
- Excellent communication and relationship-building skills, with the ability to translate technical concepts for both technical and non-technical audiences and collaborate effectively across teams.
- Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities, maintain detailed documentation, and deliver results in a fast-paced environment.
- Demonstrated commitment to customer service excellence, continuous process improvement, and operational best practices.
- Experience handling sensitive customer information and working within established data privacy and security requirements.
You'll stand out if you have
- Experience supporting clients in a SaaS, EdTech, or enterprise software environment.
- Familiarity with GDPR, EU data privacy regulations, or regulated data environments.
- Experience supporting Single Sign-On (SSO), LMS integrations, APIs, xAPI, identity management systems, and data feeds.
- Knowledge of escalation management, incident response, troubleshooting authentication issues, and service operations.
- Experience utilizing reporting, analytics, or monitoring tools to identify trends and improve service delivery.
What we offer
As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!
HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.
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