Support Analyst -Library Systems

Support Analyst -Library Systems

Location: Chicago (Des Plaines, IL)
Job Description:

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.   Explore Working at ProQuest! 
As a Support Analyst (Library Systems), you will provide application support  for Primo. This is a great career opportunity for someone with experience working in and/or supporting a library. 


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.
·         Experience using and troubleshooting web-related technologies (e.g. HTML, CSS, Web Proxy, etc.).
·         Knowledge of Unix commands for navigation, log analysis, and software configuration troubleshooting.
·         Strong analytical skills (e.g. system analysis, troubleshooting, debugging code, etc.).
·         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 8:00 am to 5:00 pm Central.
Ancillary Qualifications:
Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.
·         Master’s Degree in Library or Information Science, or equivalent is highly desirable.
·         Knowledge of MySQL, or experience with other databases (Python, Oracle, etc.) is desirable.
·         Flexible and adaptable to changing market/business conditions.
Other important information about this position:
·         This position is based at the Ex Libris office in Des Plaines, IL.
·         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. 
To submit your application please click here