User Experience and Library Services Coordinator

The Resource Sharing Alliance (RSA), is a library automation consortia covering about 13,500 square miles of central and west-central Illinois. RSA provides a shared library automation system and direct support to 134 member libraries in 174 locations.

Resource Sharing Alliance (RSA) is looking for our next User Experience and Library Service Coordinator. We are seeking someone who is a dynamic team member, detail-oriented, and service-minded. The User Experience and Library Service Coordinator plays an integral role in the Library Services team, ensuring a high level of support for RSA member libraries.

Job Summary
The User Experience and Library Services Coordinator manages, configures, enhances, and maintains the look and feel of RSA's internet-based products; these include the online card catalog, RSA's support site, mobile apps, and various 3rd party tools. Our vendors maintain the core functionality of these online products. Schedules informational and operational visits and applicable training at RSA member libraries and online. Works with other Library Services team members to provide high quality customer service supporting circulation and patron-facing services including troubleshooting, patron and circulation policy, member library operations, special projects, the patron experience as well as individual or group training.

Works closely with other RSA staff and member libraries to ensure the effective operation, support, and continuity of RSA’s library operations services.

Responsibilities

• Applies diagnostic skills to evaluate and troubleshoot library automation system issues reported by members or identified internally. Focuses on the online and mobile catalog, circulation, holds, patron data, serials, selections, and acquisitions operations.
• Proactively identifies and advocates for opportunities to improve and maintain a high-quality user experience for library patrons.
• Examines, coordinates, and surveys RSA member libraries and patrons to enhance and maintain unique and diverse online catalog and various iOS and Android apps, user surveys and usability studies.
• Updates, configures, and enhances the RSAcat online catalog and digital archive products, iOS and Android apps for library staff and patrons, RSA's website, online forms, and other library or patron facing products.
• Designs and maintains RSA’s support website.
• Provides graphics editing for logos, support site, newsletter, and other UI design.
• Suggests and performs maintenance activities as directed to ensure quality control of the shared user database
• Prepares and conducts in-person and virtual workshops, individual and group training sessions, new director visits, and routine site visits at the RSA office and at member libraries.
• Assists member libraries with strategies, policies, and procedures affecting their daily operations and customer service, particularly circulation functions, ILS customization, and the end user experience.
• Assists with the implementation of new and upgrading member libraries, including training on RSA basics, circulation, holds, and patron management, parameters discussions, and patron facing products.
• Prepares and maintains circulation, holds, patron, and other documentation for RSA staff and the member libraries.
• Communicates using all channels to review issues, questions, or concerns and provides troubleshooting in areas including but not limited to circulation, holds, fees and fines, serials, selections, acquisitions, online catalog and other patron facing products, and library-to-library disputes.
• Seeks out, participates in, and suggests professional development opportunities to maintain current awareness of circulation, policy, patron services trends, automation system technologies, and applicable web technologies.
• Cultivates constructive relationships and collaborates with colleagues, member libraries, library system staff, vendors, and other stakeholders with an emphasis on building consensus and relationships, achieving results, and advocating for member libraries.
• Participates in or facilitates ad hoc or permanent project teams, working closely and effectively with other team members.
• Selects the…