Library Systems Support Specialist

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Regular Full-Time Professionals-5 Holland, OH, US

Salary Range: $18.00 To $21.00 Hourly

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion.

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audio books, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital.

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are.

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

This Library Systems Specialist is responsible for learning about libraries’ Integrated Library Systems, helping libraries develop the best workflow with Midwest Tape, and communicating with libraries regarding their Hoopla Digital services setups and issues.

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

• Discuss with libraries ILS authentication for hoopla digital services.
• Provide initial hoopla customer ILS setup assistance and walk-through.
• Conduct and maintain ILS annual reviews for all hoopla customers.
• Help libraries set up the best workflow for their library.
• Gather information from the library and add tickets to IT for new APIs, Authentication, and Discovery layers as needed.
• Maintain customer relationships in regard to ILS updates and migrations.
• Help create and maintain documentation on integration with each ILS.
• Discuss passing data from ILS to Midwest Tape for authentication and cataloging.
• Learn more about each ILS in order to discuss the best workflows with the library.
• Work with the sales department to help resolve ILS issues.
• Work with Data and IT to help resolve ILS issues, identify new workflows, and set up new integrations.
• Assist in the creation of documentation of manuals and upkeep of the same.
• Assist in the creation of proper Midwest Tape workflows.
• Provide training to other employees (hoopla coordinators) on how each ILS works.

• Strong familiarity with library current ILS systems
• Strong knowledge of Midwest Tape’s Web site, hoopla websites, help desk site, and SAP.
• Must be able to communicate effectively with programmers, hoopla and processing support, sales, and customers.
• Ability to use AI tools effectively to support daily work and improve efficiency.
• Demonstrate advanced conceptual reasoning skills and discretionary judgment along with an understanding of business area policies and processes.
• Must possess excellent follow-up and follow-through skills.
• Familiarity with MARC Records
• Must be able to work independently while being an…