Provides leadership for the AIS training program by planning, coordinating, designing and implementing all AIS eLearning, utilizing specialized instructional/training software. The incumbent will design, implement and manage the AIS CMS and all related eLearning content, and work with Library Analyst(s) and senior leadership on the assessment of the training program(s). This also includes assisting with employee competency and training development.
Supports AIS strategic planning activities by keeping abreast of trends specifically related to Reference & Information Service Desk support. This also involves assisting with department data collection and analysis to demonstrate the quality of our work and continually improve customer access.
Provides oversight while working at 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 fosters excellent relations with faculty, students and the broader campus community.
Facilitates meetings, makes presentations as needed, and participates in data based decision making.
Utilizes specialized software (quantitative and qualitative analysis) to assist with the collection, organization, compilation and assessment of customer data related to Reference & Information Services to demonstrate quality of work (meeting established metrics) and to continually improve customer access.
Creates, maintains and updates documentation of work processes.
The UA Libraries support 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
Excellent communication skills, both written and verbal.
Excellent interpersonal skills, including ability to develop and maintain good working relationships using tact, discretion and good judgement.
Ability to work autonomously with minimal supervision in a fast-paced/ multi-tasking environment, responding positively to unanticipated changes while exhibiting follow through and flexibility.
Solid analytical and problem-solving skills. This involves the ability to work proactively and constructively to identify, define and solve problems with customers and colleagues within the unit and library-wide.
Excellent initiative, organizational and time management skills.
Customer service skills, including the ability to work with diverse people and serve a diverse population, as well as taking a proactive approach to meeting customer needs, and initiating effective interventions that result in customer satisfaction.
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).
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.
Demonstrated leadership skills, including evidence of the ability to use good judgment.
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 creating effective training documentation, conducting training, and evaluating individuals based on established work expectations, including providing feedback to both students and full-time employees.
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.