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MGR II, TECHNICAL SUPPORT

Date:  Jun 20, 2022
Location: 

03229, NH, US, 03229

Onsite or Remote:  Hybrid
Company Name:  GOBI

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

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

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Concord
Nearest Secondary Market: Manchester

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