POSITION SUMMARY
GOBI Library Solutions is seeking an experienced technical services librarian who will provide expert support for GOBI technical services and workflow solutions. The position manages a unit of ten FTE, supports and promotes communication among many GOBI work units, consults with customers and team members across units to resolve service and system integration concerns, serves as a technical services subject matter expert (SME) for software development, documents internal implementation support best practices, procedures, and system details, and creates customer-facing documentation to support sales.
PRIMARY RESPONSIBILITIES
- Plans and supports the daily activities of the LTS Workflow Integration Unit to meet customer technical requirements, to ensure compliance with internal and external service level agreements, and to meet departmental objectives.
- Serves as change leader where company initiatives, developments, and strategies, such as the New Book Ordering Platform, require operational flexibility, extended procedural complexity, and multi-unit collaboration.
- Routinely provides managerial and technical guidance to customers and staff regarding order and fulfillment workflow management, LTS and other service/account configuration options, the service implementation process, and LTS technical specifications.
- Maintains critical working knowledge of operations and systems.
- Recruits, trains, manages, and develops staff to achieve maximum skill utilization and full integration of LEAN and EBSCO Way principles.
- Advises service stakeholders cogently and confidently about GOBI technical requirements, particularly in the course of troubleshooting errors and other issues.
- Applies understanding of the business and how the Library Technical Services integrates with others units to achieve departmental objectives.
- Works closely with the department Director to adapt departmental plans and priorities to address resource and operational challenges.
- Actively engages with strategic planning and employs policy-based management techniques to achieve service, quality, and timelines of objectives.
REQUIRED QUALIFICATIONS
- Master’s degree in Library & Information Science or ALA-accredited equivalent
- 3+ years managerial experience in acquisitions in a library setting
- 3+ years experience integrating technical services with a library services vendor
- 5+ years experience documenting technical processes, system details, and procedures
- Excellent oral and written communication skills
PREFERRED QUALIFICATIONS
- 5+ years experience in acquisitions in an academic library setting
- 3+ years experience with direct customer service
- Experience supporting software development processes, troubleshooting, and testing
- Experience with the adoption of LEAN management principles
Interested candidates should apply at https://careers.ebscoind.com/ebscoinformationservices
– Posted 4/7/22