Client Implementation - Open URL Link Resolver
The Serials Solutions Product Implementation Specialist is responsible for functional configuration of Serials Solutions products including 360 Link, 360 Search and 360 MARC Updates. Clients are primarily systems, technical services and serials librarians at client libraries who are responsible for implementation and deployment of ERAMS products. The position's main purpose is to initiate, configure, and provide post-release adjustments for Serials Solutions products according to the requirements provided by the client libraries. The Product Support Specialist will conduct email and phone communications with clients to gather initial requirements and subsequent adjustments, escalate bugs and feature requests, troubleshoot technical and non-technical issues and help create support materials and processes. This position will require knowledge of all Serials Solutions products and data and how they interact with each other, as well as a broad understanding of electronic serials, serials cataloging issues, URL structure (and construction) and MARC records in general.
Key Responsibilities:
- Requirements gathering for Serials Solutions products from subscribing clients.
- Configuration of products according to requirements gathered and established timelines.
- Research implementation issues and follow up with Serials Solutions staff when necessary to fix problems before reporting back to client.
- Troubleshoot problems during initial configuration.
- Work closely with other implementation team members to ensure timely delivery of subscribed products to clients.
Additional Responsibilities:
- Identify and track feature requests.
- Create product support materials and processes as needed to enhance product implementation capabilities of company.
- Answer queries from prospects about features and functionality using FAQ files and existing documentation.
- Attend product triage meetings to keep informed of issues and features.
- Help deliver products.
Required Qualifications:
- MLS or MLIS from ALA accredited institution, or equivalent experience.
- 2 years experience in web page creation/editing using HTML, CSS and Javascript.
- 1 year experience in customer service or library reference work.
- Excellent written and verbal skills.
- Strong multi-task and organizational skills.