Library Services Associate III, Access & Information Services

The position also recommends process improvements to enhance customer service and streamline workflows.

The University of Arizona Libraries are enterprising partners in advancing the University's priorities by promoting inquiry, creative endeavor, scholarly communication, and lifelong learning. Serving as an intellectual crossroads of the University, the Libraries support innovative interdisciplinary research and scholarship while providing resources and services that enrich both the Arizona community and a global academic audience.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

Training

• Design, implementation, and management of all AIS training and eLearning content, utilizing specialized software to create online learning objects and assisting with overall assessment of the eLearning program.
• Collaborates with the Information & Training Team to develop training content for staff and student employees.
• Assists with optimizing public services to improve the customer experience.
• Provides feedback and guidance to desk staff regarding customer service.
• Assists with monitoring email reference queue answering and triaging questions.

Ask Us/Service Site; Customer Service; Library Opening

• Provides reference, technology, and circulation assistance to customers in person and through chat, phone, and email.
• Assists customers with locating library information, resources, materials, and services.
• Addresses overdue accounts and responds to billing and collections questions.
• Troubleshoots software, computers, laptops, projectors, and other emerging technologies.
• Directs the work of student employees who assist with customer service, reference, circulation, and technology support.
• Liaises with the department's resource sharing and technology leads to support library services and operations.
• Supports building opening procedures for the Main and Weaver Science and Engineering Libraries.

Systems, Meetings, E-mail, Professional Development

• Maintains library password management system.
• Facilitates meetings, makes presentations as needed, and participates in data-based decision making.
• This includes the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.

Knowledge, Skills, and Abilities

• Ability to work independently and collaboratively in the design, development, delivery, and assessment of training materials.
• Ability to train groups and individuals with varying learning styles, levels of academic preparedness, and backgrounds in the effective use of library resources and research tools.
• Ability to evaluate individuals based on established work expectations.
• Knowledge of
  library reference resources (i.e., library catalog, indexes, search engines,
  print resources, etc.) and their appropriate use, including understanding the
  difference between primary and secondary resources.
• Skill in interviewing
  customers regarding reference service and sources to better understand customer
  needs.
• Excellent customer service skills, including the ability to collaborate
  with peers to meet customers' needs and ensure customer satisfaction.
• Evidence
  of the use of good judgment and solid analytical and problem-solving skills,
  including the ability to think holistically and respond to user needs by
  carefully analyzing information in support of continual service improvement.
• Ability to understand and apply policies and procedures, including the ability
  to resolve situations using conflict resolution skills in the enforcement of
  policies.
• Ability to handle difficult customer interactions.
• Ability to perform
  duties independently under general supervision.
• Excellent interpersonal and
  communication skills, both written and verbal.
• Skill in facilitating meetings
  and delivering presentations.
• Ability to work in a highly collaborative
  environment, one that values and leverages the benefits of a variety of
  perspectives.
• Positive attitude and strong demonstration of UA Libraries'
  Values.
• Ability to maintain appropriate security and confidentiality of
  information created or encountered in the performance of assigned duties.
• Demonstrated ability to prioritize.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

Minimum Qualifications

• Bachelor's degree required.
• Minimum of 1 year of relevant experience required in addition to education requirement.

Preferred Qualifications

• Experience with LibApps suite of software (LibCal, LibAnswers, LibGuides, etc).
• Experience searching integrated library systems and record interpretation (e.g., Ex Libris, Alma/Primo).
• Experience using course management systems (e.g., Desire2Learn).
• Experience creating online learning objects with eLearning software such as Articulate Storyline, Adobe Presenter, or other e-learning software.
• Experience responding to customer inquiries using automated systems (i.e., LibApps/Springshare and ServiceNow).
• Experience providing reference assistance utilizing various research methodologies and online databases (e.g., ProQuest, IEEE Xplore, Science Direct).
• Experience using Artificial Intelligence to improve workflows and embed functionality into existing services, including a demonstrated ability to stay current with AI advancements and instruct others on the use of this technology.
• Experience gathering and analyzing internal and external data (both qualitative and quantitative).
• Experience giving and receiving feedback in an environment dedicated to ongoing growth.
• Experience professionally representing an organization, including events.
• Experience with process improvement, cost and systems analysis, and project management.
• Experience with issues pertaining to circulation and library code of conduct procedures.
• Experience providing computer hardware and software support.
• Experience with the current version of Microsoft Office suite.
• Experience working in an academic library.

FLSA: Non-Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Libraries

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $18.15-$22.69

Compensation Type: hourly rate

Grade

4

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and Level

OC3

Job Family

Library Services

Job Function

Libraries

Type of criminal background check required: Name-based criminal background check (non-security sensitive)

Number of Vacancies: 1

Contact Information for Candidates

Katie Young Training Coordinator kcyoung@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Notice of Availability of the Annual Security and Fire Safety Report

In compliance with the Jeanne Clery Campus Safety Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.