Position: Librarian V, Virtual Services Coordinator, (MLIS Degree Required), Information Technology, Hughes Main Library Salary: $50,409 per year, plus benefits Status: Regular Full-time, Exempt Available: December 2017 Location: Hughes Main Library, Greenville, South Carolina Schedule: Some evening, weekend, and holiday work required FUNCTION Under the supervision of the Information Technology Manager, administers, coordinates and advances all aspects of the virtual customer experience including customer engagement, usability testing, design, content creation and service delivery. With a high level of independence and accountability, the position oversees the Library’s websites and virtual services system-wide. Ensures development process and services are customer-centric. Works closely with other units, especially Communications, Access Services, Discovery Services, Youth Services, Technical Services and members of the management team to achieve the Library’s vision, mission, strategic goals and long-range plan. Work is performed using good judgment in the application of policies and established procedures. Supervises the Web Developer and Integrated Library System (ILS) Administrator. EXAMPLES OF WORK PERFORMED These tasks are illustrative only; to carry out the day-to-day functions of the job, other duties may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position. Essential job functions designated with (E). • Provides training, direction and/or support for subordinates; reviews performance of subordinates and makes recommendations for improvement/growth as appropriate. (E) • Interviews applicants and participates in the selection of new employees. • Oversees the delivery of the virtual customer experience within the Library’s websites, online catalog, intranet and external web applications. (E) • Interacts and coordinates with other units as needed to address strategic and operational details. (E) • Stays current with emerging technologies and standards; seeks opportunities to take advantage of new media, emerging social tools, and interactive research to enhance customer experience. (E) • Ensures that customers are the focus in the virtual services development process by conducting usability, functionality and QA testing for all areas of development related to the customer experience. (E) • Analyzes and understands website reporting metrics in order to plan for effective use of the Library’s websites. • Works as a team member with the Web Developer and Graphic/Web Design Supervisor to translate strategic goals, business requirements and customer preferences into highly intuitive, easily navigated, functional and engaging interfaces and features. (E) • Works as a team member with the Web Developer and Graphic/Web Design Supervisor to introduce new ideas and creative approaches based on user research and testing. (E) • Responsible for creating and maintaing a technology road map on StaffWeb of planned revisions and updates to the public website. (E) • Responsible for reporting web team progress to A-team to receive direction and approval for major upcoming website changes. (E) • Balances customer needs and content owner requirements by analyzing risks, impacts and interdependencies related to scope and implementation. (E) • Coordinates strategic plan objectives related to the Library’s websites and ensures that virtual services are coordinated with other services offered by the Library. (E) • Works with ILS Administrator in managing long term ILS projects and in resolving ILS problems. (E) • Coordinates communication between the Information Technology unit and other Library units for projects and issues related to the ILS and web. (E) • Updates internet filter software. (E) • May act as primary DISCUS contact. • Coordinates, initiates, and approves appropriate paper and/or electronic documentation to assure proper fiscal and regulatory control. (E) • Maintains personal skills to assure quality of service in areas of Library collections, technology, reference and readers’ advisory. (E) • Evaluates, selects, contacts and communicates with vendors as needed in the support and development of applications and purchased solutions for digital technology. (E) • Accepts full responsibility for engaging and responding to customer complaints until issue resolution is reached. (E) • Participates in on-call rotation. (E) • Ensures that safe work methods are followed to prevent injury. (E) • Works a schedule that meets the needs of the unit. (E) • Performs other associated or required duties as assigned.
REQUIRED KNOWLEDGE, SKILLS/ABILITIES & CHARACTERISTICS (Testing of computer skills may be part of the interview process for this position.) Knowledge: • Comprehensive knowledge of public library services and administrative practices. • Extensive knowledge and understanding of web technology. • Extensive knowledge of user research, usability, development, and web standards. • Extensive knowledge of library computer systems, applications, online databases and email. • Knowledge of current technology pertinent to virtual services, e.g. IM, videoconferencing, blogging, social software, Microsoft Office products and web development software. • Knowledge of supervisory methods and techniques. • Knowledge of business English, spelling and math. Skills/Abilities: • Ability to communicate effectively regarding technical content and customer interface aspects of the web. • Ability to learn and practice new technical skills quickly. • Ability to set clear objectives and to measure and monitor process, progress, and end results, including fiscal control. • Ability to present effectively in a variety of formal settings: one-on-one, group, peers, direct reports, etc. • Ability to recognize opportunities for synergy and/or integration and apply them appropriately. • Ability to create and lead dynamic teams to inspire development and creation of customer experiences. • Ability to determine which ideas and suggestions will work and to bring them to completion. • Ability to be productive and meet deadlines in a stressful, ever-changing environment. • Ability to effectively use independent judgment to resolve staff, patron and operational problems within established guidelines. • Ability to relate well and build appropriate rapport and relationships with Library staff at all levels of organization, general public, and others outside organization. • Ability to interpret and analyze technical and statistical information and reports. • Ability to learn and enforce the Library’s policies, procedures and regulations. • Ability to maintain confidentiality of personnel issues and to recognize when issues should be escalated. • Ability to learn and enforce Federal and State laws pertaining to employment. • Ability to supervise and direct the work of others and provide coaching, training and disciplinary actions as needed. Characteristics: • Committed to using technology for public service. • Future-oriented: can articulate vision of possibilities and likelihood of their success. • Comfortable working with public in both formal and informal situations in order to test, seek input and engage the customer in a development cycle. • Enjoys working in a collaborative leadership role as part of a team. • Arrives on time, works hours as scheduled and maintains a good attendance record. ADDITIONAL REQUIREMENTS • Use of personal vehicle with mileage reimbursement • Possess and maintain automobile insurance on personal vehicle • Possess and maintain a valid S.C. driver’s license • Carry Library supplied cell phone when on-call • Evening, weekend and holiday work • Receiving and responding to calls from the Library after departure or on the weekends MINIMUM TRAINING & EXPERIENCE Required: • Master’s Degree in Library Science from an A.L.A. accredited college or university • Four years of professional library experience, two of which must have been at the supervisory level • Demonstrated capacity to manage projects and lead dynamic teams to inspire development and creation of customer experiences. • Recent experience with integrated library systems and knowledge of current technology pertinent to virtual services, e.g. IM, videoconferencing, blogging, social software, Microsoft Office products and web development software. • Certified or eligible for certification by the South Carolina State Library. • Other combinations of experience and training, which meet the minimum requirements. Preferred: • Recent experience using HTML and/or CSS. PHYSICAL REQUIREMENTS Must have the ability to: • concentrate for long periods of time • speak clearly and distinctly • utilize a standard telephone system • see and interpret all job-related materials • operate library equipment as assigned • occasionally lift, carry and/or move up to 40 pounds • sit for long periods of time • stand and walk for brief periods of time • reach, bend and stoop • use hands to finger, handle or feel
Visit the Job Openings page on our website at www.greenvillelibrary.org to submit an online employment application and/or for additional information about our application process. Inquiries may be directed to Cindy Quinn at (864) 527-9232 or cquinn@greenvillelibrary.org. GCLS is an Equal Opportunity Employer. GCLS participates in E-Verify.
