Please see JD below for the Serial Solutions - Library Support Analyst
vacancy (www.serialsolutions.com).

To apply for this position please send your CV, with a covering letter to:

Human Resources
The Quorum
Barnwell Road
Cambridge
CB5 8SW
[log in to unmask]

Kind regards

Lucie Brownsill
Human Resources Manager
ProQuest



JOB DESCRIPTION

JOB TITLE: Serials Solutions – Library Support Analyst
DEPARTMENT: Library Client Services – Serials Solutions
REPORTING TO: Director, Library Client Services

PURPOSE OF ROLE:
The Serials Solutions Product Specialist is responsible for first-level
support of the core Serials Solutions products: Central Search, E-Journal
AMS, Article Linker and MARC records. Clients are mainly reference,
technical services and electronic resources librarians at academic
institutes throughout Europe, the Middle East, Asia Pacific and Latin
America. The main duties include solving technical issues related to product
installation and maintenance, answering calls and resolving issues relating
to vendor data. 

KEY RESPONSIBILITIES:
Owning the client implementation process of the core Serials Solutions products
Solving issues related to the core products and following up with Serials
Solutions staff when necessary
Answering Support Center inquiries, emails and phone calls related to
product implementation and data enquires
Escalating bugs and feature requests
Troubleshooting technical and non-technical issues
Aid in developing support materials and processes 
Assisting the Project Manager in product development

ADDITIONAL RESPONSIBILITIES:
Follow up with new clients who haven't completed product implementation.
Help clients “optimize” their applications.
Handle special requests and library specific needs.
Work closely with the product development teams to resolve escalated issues

QUALIFICATIONS REQUIRED:
Experience writing support documentation.
Understanding of electronic journals and databases.
Experience with library OPACs and other bibliographic records systems.
JavaScript knowledge.

ESSENTIAL SKILLS, EXPERIENCE & ATTRIBUTES:
Great attention to detail.
Good HTML knowledge.
Basic understanding of the Internet and hosted applications.
Proficient with MS Office.
Excellent written and verbal skills.
Experience using academic search engines.
Strong multi-task and organizational skills.