Intermediate Technician, User Engagement

uottawa; Ottawa; On-site; CAD 68,000 - 86,000; Full time

Job summary

University of Ottawa Library seeks a Library Services Coordinator to oversee front-line services and coordinate projects in a customer-focused environment.

You will guide users in using the catalog, databases and research guides, provide IT support with the campus IT team, and organize orientation sessions on resources like Omni (Primo VE). The role emphasizes service excellence and teamwork on a multi-library campus.

Qualifications

• Post-secondary education in a relevant field or equivalent professional experience.
• At least 3 years experience in customer service.
• At least one year experience in file coordination.

Responsibilities

• Coordinate front-line services and projects with objectives, milestones, and budgets.
• Provide information on library services and guide users to catalogs, databases and guides.
• Assist with library systems, circulation policies and interlibrary loan processes.
• Organize orientation sessions and workshops on resources such as Omni (Primo VE).
• Maintain a safe, welcoming environment and liaise with Protection and Housekeeping.
• Support student experiences and participate in library initiatives.

Skills

Customer service

Front-line support

Information services

Education

Post-secondary education in a relevant field

Tools

Integrated library system

Omni (Primo VE)

Job description

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Posting Reason

Replacement of a regular position

Job Type

Employee

Anticipated Duration in Months (for contracts and temporary assignments)

11679N/A

Job Family

Library and Archives

# of Open Positions

2

Faculty/Service - Department

On-Site Team

Campus

Fauteux Hall, Main Campus, Morisset Hall, Roger Guindon Hall

Union Affiliation

SSUO

Date Posted (YYYY/MM/DD)

2026/08/13

Applications must be received BEFORE (YYYY/MM/DD)

2026/08/23

Hours per week

35

Salary Grade

SSUO Grade 08

Salary Range

$68,149.00 - $86,083.00

About the Library

In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment. The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty and employees of the University.

Purpose of the position

The person in this position coordinates front-line services offered at the Library by monitoring and providing a service of assistance, information and training to Library users (students, faculty members, researchers and external users) while adhering to a uniform approach that meets the criteria of excellence in customer service. It contributes to the documentary training of students in order to facilitate and reinforce their optimal use of library resources and to promote the success of their work.

In this role, your responsibilities will include :

1. Responsible for files, services or project coordination, as assigned. Establish objectives and priorities for files, the schedule, milestones, resources and budget required to complete recurring and one-time projects. Typical projects include functional supervision of employees and students, coordination of donations, validation of service quality, management of specialized equipment such as 3d printers, chat services, and one-time service improvement projects. Develop planning and data collection tools needed to set up, analyze and evaluate projects. The number of projects assigned will depend on their complexity and the level of involvement required.
2. Provide technical expertise by providing users with information on library services and guiding them in their use of the computerized catalog, databases and research guides to foster a better understanding of the Library's resources. Work closely with librarians to transfer requests within their areas of responsibility. Handle customers in a professional manner. Provide IT support to Library customers (Library account, Wifi, etc.) in collaboration with the University's IT department. Respond to inquiries related to University Faculties and Services in order to provide an efficient liaison service.
3. Act as an expert on systems and software related to collection access, such as the integrated library system, point-of-sale terminals, self-borrowing devices, and the interlibrary loan system, to assist users with problems. Explain to users the status of their files and provide information on circulation policies and procedures.
4. Organize and deliver orientation sessions and workshops to raise awareness of specialized resources such as the Library's discovery tool, Omni (Primo VE), citation management software, e.g., Mendeley, etc.
5. Act as the person responsible for the working environment and well-being of Library users. Notify responsible areas of problems, breakdowns or defects. Establish and maintain close links with the Protection Department and the Housekeeping team to ensure a safe and pleasant working and study environment for all. Provide a liaison and troubleshooting service for printing, photocopying and scanning problems.
6. Organize and participate in the development and implementation of initiatives to enhance the student experience. Get involved and support special Library projects and activities, such as back-to-school open houses, to promote and inform users of the Library's collections and services. Contribute their expertise to projects other than those for which they are responsible.

What you will bring:

Essential qualifications

• Post-secondary education in a relevant field or equivalent professional experience.
• At least 3 years experience in customer service.
• At least one year experience in file coordination.

Key competencies

• Planning skills
• Initiative
• Customer service orientation
• Teamwork and collaboration

Other qualities

• Knowledge of university libraries and the bibliographic elements required for document retrieval.
• Knowledge or experience of managing an integrated library system.
• Knowledge of computer syste