Library Services Engineer

EBSCO International is the international operations group of EBSCO Information Services (EIS).  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, Massachusetts, USA, EIS employs more than 2,700 people worldwide. 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.

Role Mission:

1. To be the regional authoritative expert on EBSCO’s SaaS product portfolio, technology aspects of platform functionality, markets, trends.
2. To be able to articulate technology and product positioning to both business and technical users as part of a pre-sales / solutions consultant role
3. To be able to travel up to 50% of the time to assist sales.

Primary Responsibilities:

• Regional authoritative expert on technology aspects of platform functionality, markets, trends
  • Strive to be an EDS and related services feature expert. Use the product(s) frequently and thoroughly. Gain continual knowledge progression of the technology platform by participating in frequent internal technology trainings and product strategy sessions.
  • Stay abreast of industry and technology trends.
  • Flow of feature enhancement requests from the field into Product Management and the SDLC process.
• Support the trial process and initial post-sales support/nurturing
  • Perform administration and configuration of customer interface profiles, and training when appropriate.
  • Scope and carry out professional services engagements as required.
  • Troubleshoot customer specific issues.  
  • Assist other Library Services Engineers and Customer Satisfaction team on key accounts.
• Relationships
  • Establish strong relationships with other internal teams such as product management, library services engineers and customer support teams.
  • Establish relationships with customers as required in relation to application development/professional services engagements as needed.
  • Manage relationships with key regional technology partners and vendors, when necessary.
• Author and assist with documentation to support the pre-sales process
  • Assist Customer Satisfaction/Success and Marketing with product marketing deliverables and authoring content for FAQs, Help, customer communications, and white papers.
• Integration Development
  • Develop and support new integrations extending EBSCO Discovery Service (EDS) and other related services.
  • Support regional Library Services Engineer Team in maintaining, troubleshooting and refactoring existing applications where applicable.
  • • Maintain and share expertise on code languages used by Library Service Engineering teams.

• Provide regular updates to Library Service Engineering management, keeping the flow of information and lines of communication open.

Job Specific Competencies (Experience and Knowledge) This section contains the level of competence required to carry out this role.

• Degree qualification in Computer Science, Library and Information Science or equivalent work experience.
• Minimum 1-year experience of coding with programming languages like JavaScript, jQuery, Python, PhP.
• Experience in presenting technology, Internet, software application or library related products to internal and external audiences
• Minimum 2 years of experience with EBSCOhost or similar products, Integrated Library Systems (ILS), Institutional Repositories or other closely related web applications

Ability to travel approximately 20% within to regional and international locations: customer sites, conferences, and focus groups

All staff are required to:

• Understand and apply EBSCO’s 8 core values – People, Customer First, Sales, Growth, Profitability, Engineering, Creativity, Thrift
• Understand, apply and adhere to EBSCO’s Employee Handbook
• Demonstrate personal values of integrity, respect, creativity, professionalism,  harmony, initiative
• Ensure own compliance with company policies in regard to housekeeping, IT, health and safety etc
• Provide reporting on all areas of activity as required
• Perform other reasonable duties as requested by the management team and work reasonable overtime as required