| Purpose: |
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Using advanced skill and broad knowledge, this position is responsible for providing operation support of the organization's Circulation System. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Answers help desk contacts, add end users, troubleshoots and diagnose software problems and initiate resolution.
- Makes changes to software, database and internet manuals and bulletins. Plans, executes and tests implementation system changes.
- Develops project plans, schedules, and sets controls. Prepares project documentation from project initiation to project closure and communicates project status and concerns with manager.
- Prepares reports, collecting system statistics and distribute accordingly.
- Processes multiple billing and collection referral stages. Researches any billing and account discrepancies and act as a liaison between the organization and the collection agency.
- Utilizes communication, mediation and negotiation skills with customers, to resolve customer service situations, some of, which may be complex or difficult.
- Makes recommendations to leadership staff, on a case by case and system basis, to anticipate, resolve, or minimize service delivery deficiencies and facilitate improvements.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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May lead and train others
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of library systems, policies and procedures.
- Knowledge of Federal, State, and Local laws.
- Knowledge of city practice, policy and procedures.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software, including Microsoft Office products.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Ability to monitor project performance and timelines.
- Ability to identify and analyze complex problems and gathering information to develop options to implement solutions.
- Ability to provide customer service and support.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to lead and train others.
- Ability to establish and maintain good working relationships with other city employees and the public.
- Ability to work with people of diverse backgrounds.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university plus two (2) years experience in a related field.
- Experience may substitute for education up to the maximum of four (4) years
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| Licenses and Certifications Required: |
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None.
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