AV Analyst and Training Specialist

Updated: 3 months ago
Location: Boston, MASSACHUSETTS

The AV Analyst and Training Specialist will be responsible for analyzing the overall HMS audio-visual user experience including outreach, training, documentation, and support of staff, faculty, students, and affiliates using conference and teaching spaces. A core responsibility of the position is to engage with staff, faculty, students, and affiliates to understand their unique audiovisual needs while facilitating the development, supervision, and delivery of an engaging online and group-based training catalog geared toward optimizing their audiovisual experience. This position will also be responsible for the ongoing user-based evaluation of internal AV support and service delivery, leveraging data from multiple systems to evaluate trends, perform service health checks, and evaluate maintenance schedules to improve overall quality assurance. As part of the Client Services Group, this position requires the necessary communication skills to interact with AV faculty, staff, students and other stakeholders. The AV Analyst and Training Specialist will work with many programs and departments within the Harvard Medical School and coordinate with the various IT groups to ensure a user-focused AV experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Outreach to staff, faculty, students, affiliates and other conference and teaching space stakeholders to gather feedback on current service gaps and identify opportunities for continual service improvement. Develop, distribute, and maintain questionnaires and surveys to assess audiovisual service gaps for continuous service improvement. Perform regular customer service evaluations of internal AV support and service delivery, leveraging data from multiple systems to evaluate trends in service delivery and user satisfaction. Design, develop and update training and knowledge base materials/documentation, including workshops, online resources and on-demand video tutorials Conduct and assess training needs for several levels of users Work directly with technology staff and vendors to gain all technical information on the AV hardware/software we deliver to ensure smooth roll-outs and technology adoption. Provide and coordinate audio-visual related on-demand end-user support and troubleshooting to faculty, staff and students via walk-ins, Service Desk calls, email, etc. Provide appropriate communication to end-users and stakeholders regarding important AV system changes in the classroom and conference room environments. Collaborates with other IT staff to diagnose and troubleshoot existing audiovisual issues, improve support and increase user satisfaction Discover and advise in process improvement and best-practices in audiovisual technology use Research emerging trends and resources in audiovisual technology and facilitate its effective use among end user.
This is a term appointment with an end date of December 31, 2020.
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complementary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
The Harvard Medical School is not able to provide visa sponsorship for this position.
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary


A Bachelor's Degree and four or more years related experience in relevant technology training both online and in-person.
Master's preferred with emphasis on communication, audio-visual technology, or equivalent. Working knowledge of IT technology. Candidate should have demonstrated proven success in the development, implementation, and ongoing upkeep of a systematic training curriculum and user-facing knowledgebase materials and documentation. Excellent communication skills, both written and oral, and enthusiasm and empathy for those who struggle to acquire technological audiovisual competencies. Familiarity with service management software (ServiceNow) and proficiency in implementing and evaluating reporting for continual quality improvement, evaluating trends in service delivery and user satisfaction. Proficiency with collaboration tools, related audiovisual technologies (e.g. Webex, Zoom), education technologies (audience response, survey tools) and computer platforms is highly preferred. Proficiency editing websites and creating multimedia content and other learning modules using authoring tools (Camtasia) are recommended. Prior experience in information technology, as well as familiarity working within an educational environment, is desirable.
EQUAL OPPORTUNITY EMPLOYER: We are 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, or any other characteristic protected by law.


Internal Number: 48550BR
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