Library Information Analyst
POSITION TITLE: Library Information Analyst DEPARTMENT: The University of Arizona Libraries, Access & Information Services CLASSIFICATION: Classified Staff FTE: 1.0 FLSA: Exempt REPORTS TO: Robyn Huff-Eibl, Head of Access & Information Services WORK SCHEDULE: Monday – Friday 9AM – 6PM. As needed, Library personnel may be required to change schedules for training purposes or to fill in behind night and weekend staff in order to best meet the needs of library customers. POSITION SUMMARY: The Library Information Analyst serves as a lead training coordinator and manager of Information, Reference & Referral processes to include designing, developing, maintaining and coordinating training, in collaboration with others, for all Access and Information Services (AIS) staff and student employees, requiring a high degree of computer/digital fluency in using instructional/training software. Incumbent is responsible for reference performance oversight and feedback to staff across all AIS service sites; provides courteous customer service, information, reference and technology assistance; and coordinates the work of and supervises student employees working at AIS service sites. This position works in an environment where team members are located in four libraries across campus: Main, Science-Engineering, Special Collections and Fine Arts; working 24/5 and weekends for the purpose of supporting the education 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 functional and cross-functional teams, 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. Library Mission Statement - The University of Arizona Libraries advance the University’s mission through the active contributions of knowledgeable staff who choose cost effective methods of acquiring, curating, managing, and connecting customers to information services and resources and providing education in their use. Access & Information Services Mission Statement - The mission of the Access & Information Services (AIS) is to provide seamless access to technology, information and reference services independent of time, location and format. AIS facilitates the use of the physical and digital collections at the University of Arizona Libraries, while maintaining a safe, disruption free learning environment and actively pursuing and implementing new services to meet the needs of our core customers. Team Values A availability of materials C customer focus C continuous learning E embrace Innovation S self-sufficiency S searching/sharing information DUTIES AND RESPONSIBILITIES: • Reference Services and Training Coordination (50%): o One of three lead coordinators and managers of library Information, Reference & Referral processes. Includes designing training; updating, selecting appropriate delivery methods; performance oversight and feedback to staff providing Information, Reference and Referral services. Works in collaboration with AIS and Research & Instruction to provide discipline specific training and to ensure AIS employees meet reference competencies across all sites. o Provides leadership by maintaining a working knowledge of issues and trends in Reference Services, training and eLearning tools, specifically those associated with academic libraries and customer related technology. • Primary authority for managing and coordinating: o All student Information & Referral training including developing consistent expectations and training, creating and maintaining training syllabus for all employees and ensuring training is easily accessible through the AIS course management site. Assesses accuracy and effectiveness of training including analysis of supporting data. o Manages LibAnswers online reference technology platform including maintenance of AIS entries and consultation with other teams/stakeholders. o Manages and coordinates all virtual reference services including scheduling, reviewing transcripts for quality and providing feedback and guidance to staff; liaisons with other Library departments, drafting, recommending and advising on processes, products, procedures and policies. o Supports library Information, Reference & Referral working group in identifying training needs at the program and individual level and provides learning opportunities for the AIS staff regarding reference tools, databases and reference interview techniques as well as one-one-one follow-up training and learning opportunities for individuals to ensure information, reference and technology competencies are met. • Customer Service (25%): o Provides Information & Referral assistance to the campus community and general public at multiple integrated (reference, technology and circulation via online chat and email) public service desks. o Primary reference trainer, and as such, public service desk hours are performed through on-the-job training, shadowing and observing staff. o Locates library information, resources, materials and services. o Negotiates overdue circulation accounts and answers billing and collections questions. o Troubleshoots software, computers and other equipment. o Acts as liaison in regards to reporting criminal activity or emergency situations, building problems, library equipment problems and reporting incidents while providing public service desk hours, and also coordinates the work of and supervises student employees. • Library-wide and Department Leadership Participation (25%): o Attends library-wide meetings to keep informed and give input on library matters. o Actively participates and follows-up on assignments in projects, selection committees, meetings, discussions and training sessions or fills in for those on projects. 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 team customer data to demonstrate quality of work and to continually improve customer access. Creates, maintains and updates work processes documentation. MINIMUM QUALIFICATIONS: • Bachelor's degree AND five years related library experience; • OR, Nine years related library experience; • OR, Any equivalent combination of experience, training and/or education approved by Human Resources. PREFERRED QUALIFICATIONS: 1. 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, search engines, print resources) and their appropriate uses. 2. Evidence of a high degree of computer/digital fluency especially related to the use of instructional/training software such as Articulate Storyline and Desire2Learn course management software. 3. Ability to work independently and collaboratively on the design, development, delivery and assessment of customized reference instruction, train groups and individuals whose learning styles, levels of academic preparedness and backgrounds vary greatly in effective use of library resources and research tools, as well as experience evaluating individuals based on established work expectations. 4. Strong knowledge of issues and trends in assessment, instruction and reference services including knowledge of a variety of automated library systems, record interpretation and software utilized in academic libraries, as well as skill in applying critical thinking to planning, implementing and continually improving the Libraries' Information, Reference & Referral services. 5. 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 under demanding circumstances. 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. 6. 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. 7. Demonstrated customer service skills including ability to work with diverse people and serve a diverse population as well as taking a proactive approach to meeting customer need, coordinating with peers in order to effectively meet customer need, and initiating effective interventions that result in customer satisfaction. 8. Evidence of excellent interpersonal skills, tact, discretion, good judgment and proven ability to exercise discretion in working with highly confidential and sensitive matters. Skill in developing and maintaining good working relationships. 9. Experience gathering and analyzing internal and external data (both qualitative and quantitative) and knowledge of advanced data collection and information research methods. 10. Demonstrated use of Microsoft Outlook, Excel, Word and Power Point presentation software as well as secure cloud platforms such as basic SharePoint and Box.com; demonstrated ability to acquire new technology skills. 11. Ability and willingness to learn new skills as the work environment and customer needs change, showing personal confidence, motivation and management to work toward goals. Salary/Benefits: $41,668 annually, plus an outstanding array of benefits that include: medical, dental, vision, life insurance, short and long-term disability programs; state retirement, and pre-tax savings programs; UA/ASU/NAU tuition reduction for employee & qualified family members; paid holidays, vacation, sick and professional leave; child care and other life/work resources; wellness programs; access to UA recreation and cultural activities; and more. How to Apply: Go to The University of Arizona’s CareerTrack application system at http://www.uacareertrack.com/ and search for Job #55567. Completely fill in a classified staff application form, and be prepared to include 3 supervisor references, answer supplementary questions and attach a resume and letter of interest as indicated. The letter of interest should describe how your experience and qualifications fit the position. Application materials mailed/emailed to the department will not be accepted. Note: The University Libraries does not pay candidate interview or moving expenses for classified staff positions. The UA conducts pre-employment screenings for all positions, including work history, academic, criminal and driver’s license checks. For questions regarding The UA CareerTrack system contact: 520-621-3662; TDD 621-8299 (M-F 8-5). Open/Close Dates: Posted: 6/13/14. Closes: Midnight of 7/3/14. As an equal opportunity and affirmative action employer, the University of Arizona recognizes the power of a diverse community and encourages applications from individuals with varied experiences and backgrounds. The University of Arizona is an Equal Employment Opportunity – Affirmative Action Employer-M/W/D/V.