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Library Specialist, Senior, User Services-– Northern Arizona University, Cline Library

posted Nov 2, 2017, 5:51 AM by Lars Hagelin
At this time primary work hours will be: Sunday - Thursday, 9:30 pm - 6:30 pm. This position requires the flexibility to work extended and non-standard work hours as needed to accomplish objectives.

Only complete applications will be considered. Application must include an attachment that contains: (1) a cover letter highlighting your qualifications for this position; (2) a resume; and (3) names and contact information for three professional references. Please save and submit all items, in the order stated, as a single PDF or Word document.

Job Description

This position is responsible for coordinating data collection and analysis for the User Services department, as well as managing the department’s equipment lending program for students.

The position actively contributes to the programs and services provided at the Main Desk and online via chat and participates in conceptualizing, designing, delivering, and improving user-focused services that contribute to the academic success of faculty and students. It reports to the Head of User Services.

Duties and Responsibilities:
  • As the lead for the department’s data collection program, coordinate user experience data collection and analysis. Create and coordinate surveys, train and oversee data collectors, audit data for accuracy, run reports, and analyze and present findings to Head of User Services and other stakeholders. Collaborate with other library departments to explore and implement data collection, analysis and presentation software and applications.
  • As the lead for the Library’s highly popular equipment lending program for students, provide recommendations for new and/or replacement equipment and supplies, prepare equipment for checkout, and develop and revise policies related to circulation and training. Conduct regular environmental scans. With Head, User Services, plan growth and improvement of the program. 
  • Provide outstanding quality customer service to all library users (students, faculty, staff, CCC users, and community members) at a very active Main Desk offering user assistance, including check-out of library collections, equipment, spaces, and more. Offer technology troubleshooting support to users in the building and those trying to connect to the library’s website and online resources. 
  • Provide specialized research support to students and faculty by contributing to the library's Research Help online chat service. 
  • Apply sound decision-making and communicate complex information during interactions whether in person, by email, phone or via chat. 
  • Maintain a high level of awareness of library policies and procedures and apply appropriately to user interactions. 
  • Actively participate in achieving organizational priorities through cross-training in other library units. Participate in and contribute positively to library-wide planning and initiatives. 
  • Sustain flexibility in work schedule to accommodate shifting priorities of the unit. 
Minimum Qualifications
  • Bachelor's degree AND two years progressively responsible library experience; OR, 
  • Six years progressively responsible library, information center or related work experience; OR, 
  • Any equivalent combination of experience, training and/or education. 
Preferred Qualifications
  • Experience using quantitative and qualitative data analysis and visualization software. 
  • Demonstrated experience managing an equipment loan program or related service. 
Knowledge, Skills, and Abilities
  • Experience in and strong commitment to outstanding customer service in a user-centered environment. 
  • Demonstrated knowledge of current and emerging technologies as they pertain to lending equipment programs. 
  • Ability to effectively train staff and coordinate the work of others. 
  • Experience with library-specific tools including online resources, instant messaging (Chat), library service platforms such as Ex Libris Alma/Primo, and scheduling tools. 
  • Demonstrated ability to self-direct learning. 
  • Ability to use critical thinking and work under pressure to effectively communicate with users in difficult transactions. 
  • Evidence of a high level of productivity and flexibility when working independently or in teams, as changing situations require. 
  • Ability to communicate and work effectively and collegially with people from a diverse and inclusive community. 

This position's pay grade is 51. The salary range for this paygrade can be found on the CLS Grade Schedule.

**The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information.