Support Analyst (Library Systems)

ExLibris, a ProQuest company, is a leading provider of library automation solutions, offering the only comprehensive product suite for the discovery, management, and distribution of all materials—print, electronic, and digital.

As a Support Analyst ( Library Systems), you will provide application support for Alma, Primo and Rosetta. This is a great career opportunity for someone with library application support and experience!

What you will be doing?

  • Provides proactive, seamless customer support in partnership with other internal departments in response to client service requests.
  • Pulls open cases from Tier-1 shared queue, according to pre-defined guidelines, and becomes owner until resolution or until escalated to Tier-2.
  • Maintains close contact and open communication with customers (documenting all work and customer communication in Salesforce)
  • Works closely with Tier-2 staff to deliver exceptional service.
  • Escalates complex issues to Tier-2 as necessary.
  • Follows (and contributes to) internal troubleshooting procedures, as well as customer-facing Knowledge Articles.
  • Provides manager with regular updates on common problems encountered and identifies possible longer-term solutions/improvements to reduce future problems.
  • Attends and reports on product updates or training sessions.
  • Communicates important issues and information to team in order to improve team performance.

What you will need to be successful?

  • Bachelor’s degree with at least 2 years’ related client service experience, or equivalent combination of education and experience.
  • Strong analytical skills (e.g. system analysis, troubleshooting and debugging code).
  • Strong understanding of web related technologies (e.g. HTML, CSS and Web Proxy).
  • High level of learning agility, with ability to learn, comprehend and explain complex product functionality and value proposition.
  • Strong interpersonal and relationship-building skills, with ability to enthusiastically and professionally interact with a diverse blend of personality types.
  • Ability to productively work independently and as part of a collaborative team.
  • Proven skills with MS Office Suite products.
  • Excellent written and oral communication skills.
  • Ability to participate in phone support shifts between 7:00 am to 6:00 pm Central.

Ancillary Qualifications:

  • Master’s Degree in Library or Information Science, or equivalent.
  • Working knowledge of UNIX and/or MySQL/Oracle/Python.
  • Flexible and adaptable to changing market/business conditions.

Other important information about this position:

  • This position is based in our Des Plaines, IL office location and is not conducive to remote work.
  • Occasional travel is required.
  • This position requires weekday (Monday – Friday) attendance with some scheduling flexibility available around core working hours.
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

EOE/M/F/Vet/Disabled

#LI-BP1


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