Remote FOLIO Customer Account Specialist

EBSCO Information Services, Inc.; Carson City (NV); Remote; USD 81,000 - 116,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Retirement Savings Plan

Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to manage a group of customers, acting as the primary support, success, and relationship manager for FOLIO users.

You will collaborate with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs, gain technical insight, and provide effective support and service delivery improvements.

Qualifications

• 5+ years of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent.
• Ability to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate library workflows into effective system solutions.
• Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration, with the ability to investigate complex issues and identify appropriate solutions.
• Experience supporting multiple functional areas of library operations through an ILS, such as circulation, acquisitions, cataloging/metadata, resource management, patron management, and system integrations.
• Willingness to submit to and clear a Public Trust background check.

Responsibilities

• Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions.
• Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests.
• Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers.
• Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs).
• Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis.
• Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs.
• Communicate and present library and technical concepts to non-technical professionals.
• Adjust quickly and effectively to changing priorities and conditions of varied complexity.

Skills

Systems librarian

ILS administrator

Library operations

Library staff collaboration

Education

Master’s degree in Library Science or Information Systems

Tools

APIs

Integrations

Job description

EBSCO Information Services is seeking a FOLIO Customer Account Specialist to manage a group of customers, acting as the primary support, success, and relationship manager for FOLIO users.

You will collaborate with the FOLIO PM, Development, Hosting, and Implementation teams to understand customer needs, gain technical insight, and provide effective support and service delivery improvements.