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San Jose Public Library
San Jose, California, United States (on-site)
2 days ago
National Security Agency
Fort Meade, Maryland, United States (on-site)
2 days ago
ICF
Reston, Virginia, United States (on-site)
3 days ago
Western Michigan University
Kalamazoo, Michigan, United States (on-site)
14 days ago
UC San Diego
La Jolla, California, United States (hybrid)
17 days ago
San Jose Public Library
San Jose, California, United States
(on-site)
2 days ago
Job Type
Full-Time
Job Duration
Indefinite
Salary
$113,327.00 - $138,072.00
Industry
Public Library
Min Experience
3-5 Years
Min Education
BA/BS/Undergraduate
Required Travel
None
Salary - Type
Yearly Salary
Job Function
Administration/Management

Description

ILS Customer Experience Manager (Senior Analyst) – San José Public Library 

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about San José. 

To apply for this position, please go to: https://www.governmentjobs.com/careers/sanjoseca

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

About the Department 

The award-winning San José Public Library (SJPL) consists of more than600employees, a 23% bilingual workforce, and has24branch libraries across San José, in addition to the Dr. Martin Luther King, Jr. Library, which is the city’s main library jointly operated through a unique partnership with San José State University. SJPL serves a diverse community of roughly one-million residents and currently has over700,000library members. It annually attracts over6 million visitors(pre-pandemic) and circulates more than8 million items per year. 
 
SJPL has cultivated a 21st century library experience dedicated to public service and committed to equity, diversity, and inclusion at the core. In addition to providing library services to the community, SJPL proudly leads two citywide initiatives - the Education and Digital Literacy Strategy and the SJ Access digital equity initiative, which has become the number one provider of free public access to Wi-Fi connectivity, tech device lending, and multi-lingual digital literacy programs and support. SJPL is led by Jill Bourne, City Librarian, who was nationally recognized in 2017 as Library Journal’s “Librarian of the Year.” 
 
SJPL enriches lives by fostering lifelong learning and ensuring that every member of the community has access to a vast array of ideas and information. The library department is a place where people do great work and make a difference in our community. To see examples of SJPL’s work and learn more about its impact, visit www.sjpl.org 

Position Duties 

The Library Department is recruiting for an ILS Customer Experience Manager (Senior Analyst) to administer, develop, and implement the Department’s Integrated Library System (ILS) providing strategic direction and oversight of the ILS, which is currently Sierra. This position will be part of the Library’s Public Engagement Division and report directly to the Public Information Manager. 

The Customer Experience  Manager will have the unique opportunity to lead the current ILS procurement process and work cross-functionally with Technical Services, Library Information Technology, Data & Analytics, Access Services/Circulation, and Public Engagement Units to ensure efficient operation of the current ILS system, including performance, administration, maintenance, upgrades, member notifications, cybersecurity protections, and reporting.   
 

Key Responsibilities include:   

  • Manage the efficient operation of the ILS, including application performance, administration, maintenance, user management, and system upgrades to meet library requirements. 

  • Oversee the ILS procurement process, which may result in the modernization of the current ILS or leading a migration to a new ILS system for the Library.  

  • Conduct user experience (UX) to improve ILS performance and customer experience. 

  • Lead a Department project committee of staff that oversee major services integrated with the ILS; develop and manage an annual workplan, and co-develop budget proposals as necessary. 

  • Working both independently and collaboratively with library staff and vendors, research, analyze, evaluate, plan, test, troubleshoot and coordinate all aspects of ILS interfaces and services. 

  • Provide strategic coordination and serve as the point of escalation for vendor management and incident troubleshooting. 

  • Maintain awareness of product development releases and communicate opportunities to Library leadership and unit leads. 

  • Implement ILS customer notification modules and evaluate engagement metrics to optimize customer service. 

  • Provide guidance on how to optimize the catalog, integrated library system, and all aspects of the public interface from the customer perspective.  

  • Oversee routine database management, including regular deletion of withdrawn items and records that fall outside of the City’s retention schedule. 

  • Analyze data dashboards and optimized analytics features in the ILS. 

  • Develop trainings and procedural manuals to maximize the functionality of the ILS among staff. 

  • Utilizes standard project management skills and tools and meets deadlines with a high degree of accuracy and ethics. 

  • Knowledge and experience with Sierra ILS platform, is preferred but not required. 

Other related duties: 

  • Maintain the privacy and confidentiality of patron data in accordance with the City of San José Digital Privacy requirements, Library’s Privacy Policy, and professional library ethical standards. 

  • Stay informed of digital accessibility requirements for government. 

  • Participate in the Library’s Cybersecurity Incident Response Team. 

 

This position engages with multiple department units and other operational functions in the Library Department. The successful candidate will need to have strong analytical, management, organizational, and communication skills (written and verbal), and the ability to handle multiple assignments. Excellent communication and interpersonal skills, critical thinking ability, customer experience management and data analysis are ideal. 
 
Annual Salary Range for this Senior Analyst classification is:  $113,327.76 - $138,072.48 Annually 

 
This salary range includes an approximate five percent (5%) ongoing non-pensionable compensation. Actual salary shall be determined by the final candidates’ qualifications and experience. 

Minimum Qualifications 

 
Education and Experience: 
 
A Bachelor’s Degree from an accredited college or university and four (4) years of increasingly responsible experience in general management/administrative analytic work in the areas of budget, finance, grant administration, organizational analysis, general administration, human resources, or related field in general analytical work. 
 
Acceptable Substitution: 
 
One (1) year of additional education above the bachelor's degree level may be substituted for one (1) year of the required management/administrative analytic work. 
 
Required Licensing: 
 
Possession of a valid State of California driver's license may be required for some assignments. 
 

Other Qualifications 

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include: 
 
Analytical Thinking– Approaching a problem or situation by using a logical, systematic, sequential approach. 

Communication Skills– Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts. 

Computer Skills- Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel.

Initiative - Exhibits resourceful behaviors toward meeting job objectives; anticipates problems, is proactive, and avoids difficulties by planning ahead; displays willingness to assume extra responsibility and challenges; pursues continuing education opportunities that promote job performance. 

Job Expertise– Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. 

Problem Solving– Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome. 

Supervision– Sets effective long and short-term goals based on a good understanding of management practices; establishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness. 

Teamwork & Interpersonal Skills– Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills. 
 
 
You will be prompted to answer the following job-specific questions during the online application process: 
 
1. What is the highest level of education you have completed? 

  • High School Diploma or the equivalent (GED) 

  • College (1 to 29 semester units/ 1 to 44 quarter units) 

  • College (30 to 59 semester units/ 45 to 89 quarter units) 

  • College (60 to 89 semester units/ 90 to 134 quarter units) 

  • College (90 to 119 semester units/ 135 to 179 quarter units) 

  • College (120 or more semester units/ 180 or more quarter units) 

  • Associate's Degree 

  • Bachelor's Degree 

  • Master's Degree 

  • Doctoral Degree 

  • Other 

  • None of the above 

2. If you have a bachelor's degree or higher from an accredited college, please state the field of study and the issuing accredited college or university. If not applicable, please list N/A. 
 
3. How many years of increasingly responsible experience in general management/administrative analytic work in the areas of budget, finance, grant administration, organizational analysis, general administration, human resources, or related field in general analytical work do you possess?  

  • Less than four (4) years 

  • Four (4) years or more 

4.An acceptable experience substitution for the Senior Analyst position is one (1) year of additional education above the Bachelor’s Degree level. If you meet the acceptable substitution, please state the field of study and the issuing accredited college or university.  
 
5. This position may require a State of California Driver's License. Please select the applicable option that best describes your driver’s license, or your ability to possess a valid driver's license. 

  • State of CA, Class A Driver's License 

  • State of CA, Class B Driver's License 

  • State of CA, Class C Driver's License 

  • I do not possess a State of California Driver's License but, I can obtain one. 

  • I do not possess a State of California Driver's License and I cannot obtain one. 

 

6. Please describe your most recent experience with integrated library systems (ILS) or similar system, including the type of ILS systems you have used, examples of how you have used them, and how you have utilized the ILS to improve customer service.  

 

7. Describe your experience implementing a new software tool to enhance customer service within an organization, include the type of problem you were looking to solve, how you prepared for the project, tracked progress, communicated updates, applied policies and internal processes, and how you evaluated the outcome.   

 

8. Please describe your experience initiating a project that required you to collaborate with various work units to implement across your organization. Please include how you planned, led a team, managed the tasks, addressed challenges, and result of the project.  

YOU MUST ANSWER ALL JOB-SPECIFIC QUESTIONS TO BE CONSIDERED FOR THIS POSITION. Submission of a resume is optional. However, submission of a resume in lieu of completing the education and work experience sections on the application and failing to answer all the questions will constitute an incomplete application and it will be withheld from further consideration. 
 
 
Selection Process:
 
 
The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job specific questions. You must answer all questions to be considered or your application may be deemed incomplete and withheld from further consideration. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews. 
 
If you have questions about the duties of these positions, the selection or hiring processes, please contact Daniel Aholt at Daniel.Aholt@SJLibrary.org.  
 
The application deadline is 11:59 PM on Monday, July 22, 2024. Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided.  
 
IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.govand we will research the status of your application. Please contact Human Resources at (408) 535-1285, or Human.Resources@sanjoseca.govif you have any questions. 

 

Additional Information: 

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application. 

To apply for this position, please go to: https://www.governmentjobs.com/careers/sanjoseca

Please note that applications are currently not accepted through CalOpps or any other third party job board application system. 

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment. 

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please emailCityCareers@sanjoseca.govand we will research the status of your application. 



Requirements

Minimum Qualifications 

 
Education and Experience: 
 
A Bachelor’s Degree from an accredited college or university and four (4) years of increasingly responsible experience in general management/administrative analytic work in the areas of budget, finance, grant administration, organizational analysis, general administration, human resources, or related field in general analytical work. 
 
Acceptable Substitution: 
 
One (1) year of additional education above the bachelor's degree level may be substituted for one (1) year of the required management/administrative analytic work. 
 
Required Licensing: 
 
Possession of a valid State of California driver's license may be required for some assignments.

Job ID: 74325538

Please refer to the company's website or job descriptions to learn more about them.

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