The Library Information Associate, Senior works in collaboration and provides leadership in the coordination and enhancement of Library’s public service desks, specifically in the areas related to Reference & Information Services.
The incumbent provides co-leadership in the 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. The incumbent regularly attends and participates in conferences or user group meetings bringing back information for department environmental scanning and strategic planning processes; provides analysis support of a wide variety of data to management and makes recommendations for process improvements to improve customer and workflow efficiencies. This includes collaborating with the Reference Team on developing all types of training content for student training, aiding in the optimization of public services, providing feedback to desk staff regarding their coordination of student employees, and independently addressing both difficult customer interactions and student employee concerns. Provides courteous customer service, information, reference and technology assistance.
This position works in an environment where department members are located in five libraries across campus: Main, Science-Engineering, Special Collections, Fine Arts and Health Sciences working 24/5 and weekends for the purpose of supporting the education and research needs of customers and for promoting a safe and secure learning environment in the various libraries. The incumbent supports the library in its mission and vision in providing excellent customer service, and by serving on library-wide projects, and by improving student awareness of the suite of services and resources offered by the library through participation in campus public programming, student education and success events. As customers’ needs change, the assignments, work and hours may change.
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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; state retirement plan; access to UA recreation and cultural activities; and more!
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The University of Arizona is an equal opportunity employer providing equal opportunity for women, minorities, veterans and individuals with disabilities.
Duties & Responsibilities
- 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. This includes collaborating with the Reference Team on developing all types of training content for student training, aiding in the optimization of public services, providing feedback to desk staff regarding their coordination of student employees, and independently addressing both difficult customer interactions and student employee concerns.
- Works in collaboration to support AIS strategic planning activities as well as support for the Library Services Platform (LSP) enterprise system by keeping abreast of trends specifically related to AIS services across all libraries and assisting with the collection, analysis and communication of library assessment data to demonstrate the quality of work related to Reference and Information Services and continually improve customer access. This includes the use of specialized software (quantitative and qualitative analysis).
- Provides oversight while working various public service desks (Main Information Commons, Main Information Desk, Science, Special Collections and/or Health Sciences). This includes providing customers with reference, technology, and circulation assistance (in-person and online via chat, SMS and email). This position provides leadership including solving problems and making non-routine decisions using sound judgement, following through to solve public desk issues.
- Ensures safety of library customers, employees, and security of library materials through application of library and University policies and procedures.
- Through the provision of excellent customer service, develops and foster excellent relations with faculty, students and the broader campus community.
- Facilitates meetings, makes presentations as needed, and participates in data based decision making.
- Creates, maintains and updates documentation of work processes.
- The Libraries supports the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students. The candidate is expected to support diversity and inclusiveness efforts in the department and college.
- Other duties as assigned.
Knowledge, Skills, & Abilities
- Demonstrated ability to work in a fast-paced/ multi-tasking environment prioritizing tasks and responding positively to unanticipated changes while exhibiting follow through and flexibility.
- Demonstrated leadership skills, including evidence of excellent initiative, organizational and time management skills; evidence of the use of good judgment and solid analytical and problem-solving skills with ability to work autonomously with minimal supervision.
- Excellent customer service skills.
- Excellent interpersonal and communication skills, both written and verbal, and skill in developing and maintaining good working relationships.
- Skill in facilitating meetings and delivering presentations.
- Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
- *Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.
- Experience creating online learning objects with eLearning software such as Articulate Storyline, Adobe Presenter, or other e-learning software.
- Experience working with a Course Management System (CMS), preferably Desire2Learn as well as screen casting and other web-based presentation software.
- Experience providing public and reference services (in-person and virtual), utilizing the reference interview process to determine customer need, in an academic, research or large public library. This involves understanding the research and references process as well as a broad understanding of various types of reference sources (e.g., library catalog, indexes, web-scale discovery services, search engines, virtual and print resources) and their appropriate uses, including understanding the differences between primary and secondary resources.
- Evidence of a high degree of computer/digital fluency (hardware and software), especially related to the use of instructional/training software, and the ability to work collaboratively on the design, development, delivery, assessment and continuous improvement of training modules. This includes demonstrated use of Microsoft Outlook and Office Suite (current version) as well as familiarity with library technology, including demonstrated skills in troubleshooting hardware, software and equipment, and ability to acquire new technology skills (e.g., Virtual Reality, 3D or other makerspace technology).
Arizona Board of Regents Minimum Qualifications
Bachelor’s degree AND three years progressively responsible library experience; OR seven years progressively responsible library, information center or related work experience; OR, any equivalent combination of experience, training and/or education approved by Human Resources.
- Experience searching integrated Library Services and Discovery Platforms including record interpretation, preferably Ex Libris Alma and Primo.
- Process Improvement, Cost and Systems Analysis, and Project Management skills and experience.
- Experience working in an academic library, specifically in reference, access or user services.