Electronic Resources Team Leader

Electronic Resources Team Leader The Electronic Resources Team Leader will work closely with the Electronic Resources Librarian and other library staff to administer and maintain the library's electronic resources and the pathways to access them. They will troubleshoot access issues as they arise and assist in the regular operations of the E-Resources service on a daily basis, such as answering tickets, maintaining records in the Library Management System, and collecting usage statistics.
Responsibilities: Monitor E-Resource service tickets submitted by users to ensure timely and accurate responses and adherence to workflows and protocols.Identify patterns in tickets submitted and take action to remedy underlying causes, including communicating with users and vendors to resolve entitlement and access issues.Handle technical or complex aspects of E-Resource administration, such as manipulating data in MS Excel for input into library systems and managing publisher platform access.Assist in the administration of the library's collections via the library management system, ALMA, to ensure seamless access for library users.Requirements: Confident in the knowledge and use of IT-based systems, including administration interfaces and management systems.Excellent experience with the Microsoft 365 suite, particularly in Excel.Ability to troubleshoot user ticket and platform access issues at 1st and 2nd level, with a customer-focused approach.A minimum of two years relevant employment experience demonstrating a high level of administrative support in a dynamic environment.Excellent analytical, technical, and IT skills.Strong interpersonal and communication skills.Exceptional customer support skills.Proficient in data analysis and reporting.Ability to work under pressure and balance conflicting time-sensitive demands.Excellent interpersonal skills and the ability to collaborate effectively with colleagues and library stakeholders, including publishers and vendors.
#J-18808-Ljbffr