User Experience & System Services Specialist

University Library
Job #516485
Close Date: Wednesday, August 17, 2022

(Job #516485) Library Services Specialist IV, User Experience & System Services Specialist, Salary Range $3,736 - $6,893 monthly. Appointments are typically made at the beginning of the salary range. Salary is commensurate with qualifications and experience. This is a full time, benefited, non-exempt, 12-month pay period, position with a one-year probationary period in the University Library. 

This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (PERS), and 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits. 

Now is an exciting time to join the University Library as we transition to Cal Poly Humboldt! Cal Poly Humboldt has been named the state’s third polytechnic institution and the first in Northern California.  Backed by a historic state investment, we’re adding in-demand new academic programs, building new facilities, and growing our enrollment. Cal Poly Humboldt is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. We are committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi’ni (over in the woods). Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies.

Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

Position Summary: The User Experience and System Services Specialist (LSS IV) leads user experience and services activities for the Library, overseeing resource sharing and other access services systems, and operations and planning and implementing associated policies, services and programs. Working in a team environment, the User Experience and System Services Specialist collaboratively directs and provides on-site customer service at the main circulation desk during regular business hours. The User Experience and System Services Specialist oversees user management functionality in the Alma environment, plans and implements group policies, and manages the user notification system. The Specialist coordinates with ITS and other campus partners to ensure the accuracy of user account data and its integration and syncing with campus systems, and various user groups access appropriate library resources. The User Experience and System Services Specialist provides holistic assessment of Access Services workflows and functions to understand impacts and improve programs and services, and maintains Access Services web content. This position opens the library Tuesday - Friday 7:15am - 4:15pm, and Saturday 10:45am - 7:15pm when class is in session. During intersessions work schedule may change to Monday-Friday 7:45am-4:45pm. May be asked to open or close on occasion, and work extended hours during finals.

Key Responsibilities: Manages all aspects of ILLiad configuration and customization including settings, forms, and notices. Plans and implements resource sharing services in collaboration with OCLC, ITS, and consortial or library partners. Evaluates resource sharing systems and implementations for opportunities to improve library services and collaborate with partner institutions. Manages user account functionality in Alma, ensuring the integrity of user data, user groups, associated loan and item policies. Oversees and resolves billing questions and disputes in coordination with Faculty Lead for Access Services.

Oversees day-to-day ILL operations and directs resource sharing processes in collaboration with the Resource Sharing and Information Specialist and Faculty Lead for Access Services. Oversees and coordinates the work of ILL student assistants. Develops and implements policy guidelines for loan conditions, item availability, and resource sharing eligibility with approval of the Faculty Lead and Library Dean.

Supervises and prioritizes the safe return of materials loaned to and borrowed from other libraries. Troubleshoots problem requests and citations, verifies bibliographic information and conducts searches related to requests using library and discipline-specific databases. Generates and tracks appropriate fees for lending services working with the University Business Services, the Faculty Lead, and the Library Dean. Resolves billing disputes.

Coordinates Access Services operations and workflows in collaboration with library staff and student assistants. Participates in customer-facing operations, including processing and circulating materials, answering questions at front desk during business hours, and ID production. Participates in planning and developing unit goals and objectives utilizing knowledge of operations, policies, and best practices. Collaborates with appropriate library and university personnel to troubleshoot and resolve customer service issues, mitigate unusual occurrences, and support emergency situations. Supports extended hours as directed and provides backup staffing in emergencies during evenings, weekends, holidays, absences, or busy periods.

Performs and supports holistic assessment of Access Services workflows and functions to understand impact and improve programs and services. Collaborates with Faculty Lead, Library Dean, and unit staff to develop long-range plans related to customer service and unit operations, and maintains Access Services web content.

Knowledge, Skills, and Abilities Associated with this Position Include: 

• Ability to provide expert and outstanding customer service to all patrons and work with the public constructively and positively;
• Ability to participate in long range planning through the collection, organization, analysis, and interpretation of data and information
• Ability to communicate clearly and effectively with a diverse patron population and colleagues;
• Ability to efficiently troubleshoot and resolve customer-service issues;
• Ability to lead and manage complex projects;
• Ability to provide lead work direction to students;
• Ability to establish and maintain cooperative working relationships within and outside the library;
• Ability to work independently to solve complex problems;
• Ability to learn and apply policies and procedures in areas of responsibility;
• Ability to assess request workflows and prioritize tasks in order to meet deadlines;
• Ability to coordinate and provide expert guidance for resource-sharing activities;
• Ability to gather and analyze data for assessment and long-range planning;
• Ability to maintain confidentiality of records as required by Library and University policy;
• Ability to carry out library and campus-wide safety/emergency policies and procedures.
• Knowledge of national and institutional standards pertaining to copyright and intellectual property protection;
• Knowledge of accepted interlibrary loan policies and procedures;
• Knowledge of systems and applications supporting resource-sharing operations;
• Knowledge of access services operations in a library environment;
• Knowledge of Institution’s and library’s policies and practices associated with ethical use of and access to library and on-line resources, as well as general knowledge of library bill of rights and code of ethics;
• Comprehensive knowledge of national standards and resources pertaining to library operations, including the ability to source and interpret information from such resources;
• Comprehensive knowledge of national and institutional standards pertaining to copyright and intellectual property protection and the ability to apply this knowledge to ensure full compliance with legal requirements
• Knowledge of campus human resource practices and payroll procedures
• All aspects of lead work direction including assisting in employee selection, training employees in new work procedures, assigning work, organizing work flow and establishing priorities, reviewing work, providing input to performance evaluations and promoting teamwork to optimize effectiveness;
• Full proficiency in the use of automated library system(s) and subsystem(s) pertaining to functional area;
• Strong leadership and team-building skills;
• Strong service orientation;
• Strong organizational skills to oversee and lead work flow in assigned area;
• Strong communication and interpretive skills to be able to interview patrons regarding their information needs and guide them in the use of more complex library and on-line resources;
• Strong written and verbal communication skills to be able to prepare internal library reports and written and visual presentations on library resources and present them to library patrons, including students;
• Demonstrated experience working effectively with a diverse population;
• Demonstrated commitment and/or experience promoting and fostering a working (or learning) environment that is supportive of individuals from diverse backgrounds;
• Demonstrated sensitivity to cross-cultural perspectives and experiences;
• Effectively provide lead work direction and training to student workers and an understanding of employment and payroll procedures related to student workers;
• Investigate and research complex problems, including analyzing and interpreting information.
• Compile and present information in an organized manner.

Minimum Qualifications: The required minimum qualifications for entry into the Library Services Specialist classification are completion of a high school education or equivalent certification plus two or three years of related library and/or clerical experience or an equivalent combination of experience and education. Advancement through the skill levels, or placement at a higher skill level, for this classification is based on the level of job function and skills required to perform that level of job function.

Preferred Qualifications: Experience with user management functions in an integrated library system, experience supervising students in a library setting, and bachelor's degree.

Application Procedure: To apply, qualified candidates must electronically submit the following materials via PageUp:

• Letter of Interest
• Resume or Curriculum Vitae
• Contact information for at least three professional references

Application Deadline: The deadline to submit application materials is 11:59 p.m. on Wednesday, August 17, 2022.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt’s Human Resources Office at (707) 826-3626. 

Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed.