SaaS Operations Specialist

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we're driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information - when, where and how people need it. We're seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

• Collaborate closely with SaaS Implementation Team members and the customer to obtain all necessary set-up information
• Setup, configure, and integrate EBSCO's SaaS products/services, such as EBSCO Discovery Service (EDS), EBSCO Discovery Service (EDS) Catalog & IR, Full Text Finder (FTF), Holdings and Link Manager (HLM), OpenAthens (OA), Stacks, and Single Sign-On (SSO)
• Support Implementation Project Managers and/or Sales to provide guidance pertaining to EBSCO's SaaS products/services - tasks include but are not limited to pre-post sale conference call participation
• Work with aggregators, publishers, vendors, and partners to establish authentication and maintain relations
• Maintain documentation on the SaaS Operations Team and associated support procedures, including but not limited to creating internal and external FAQ's and maintaining aggregators, publishers, vendors, and partner documentation
• Adhere to best practices as defined by case-handling guidelines
• Understand the technical environment, products serviced and systems used at EBSCO Industries, and by our customers
• Serve as a technical escalation point for the Global Customer Support team and other customer-facing teams

• 2+ years' experience supporting customers using web-based services
• Hands-on experience supporting SSO and federated authentication integrations, including working knowledge of IdP/SP configurations, metadata exchange, and troubleshooting access issues across multiple systems
• Excellent time management, multi-tasking, and proven troubleshooting skills
• Strong interpersonal skills. Must demonstrate a proven track record of collaborating in a team environment and examples of the ability to build strong working relationships with both internal and external partners

• Bachelor's Degree in a relevant field
• Previous experience with EBSCO products and their administrative tools
• Proven ability to adjust quickly to shifting priorities and conditions. Coping effectively with complexity and change, while maintaining focus on priorities.
• Must be resourceful and seek solutions through research, information gathering, and exercise sound business judgment