Senior Information Developer - Customer Support Materials

OCLC Online Computer Library Center

Bachelor’s Degree required; MLS or MLIS in Library and Information Science preferred.

*Experience producing high-quality deliverables (documents; user guides, online help systems, reference materials, analyses; project plans) in fast-paced, deadline-oriented environment. *Experience managing projects (managing relationships; scheduling project plans; communicating clearly and professionally) is preferred. *Experience working in libraries or directly with libraries. *Experience working collaboratively with several internal parties (development; product management; quality assurance; sales). *Superior communication skills, both written and oral. *Ability to think critically to solve problems. *Ability to proactively identify problems and opportunities and act upon them.

OCLC (Online Computer Library Center, Inc. is a nonprofit, membership, computer library service and research organization dedicated to the public purpose of furthering access to the world's information and reducing information costs. Tens of thousands of libraries around the world use OCLC services to locate, acquire, catalog, lend and preserve library materials. We are currently seeking candidates for the position of Senior Information Developer. The work location for this assignment will be in our Dublin, OH headquarters offices.

This position is responsible for ensuring that OCLC Member Libraries are successful in adopting and effectively using OCLC’s Products and Services.  This role is focused on ensuring that users of OCLC’s Products and Services have access to the most appropriate Support Materials (e.g. Documentation, Tutorials, Online Help, Training, etc.) when and where they need it.  This involves evaluating the user’s needs, recommending solutions to meet those needs, and developing those solutions.  This role requires close coordination with several internal departments, such as User Experience, Development, Product Management, Training, Implementation, and Quality Assurance.  This position will also assist with Effective Use programs aimed at measuring the successful adoption of OCLC Products and Services by Member Libraries.

RESPONSIBILITIES:

• Plan, scope, schedule and develop Support Materials (e.g. Documentation, Tutorials, Online Help, Training, etc.) material in support of existing OCLC Products and Services. 

• Measure the success of User Help materials through Usability Testing; Surveys; Interviews; Onsite Studies; User Feedback; etc. and revise User Help based on the results of these metrics.

• Collaborate with cross-functional teams (Product Management; Development; User Experience; Implementation; Training; Quality Assurance; etc.) to ensure that OCLC products and services are as intuitive as possible.

• Perform rigorous analyses of OCLC Products and Services (interface design, user behavior, screen text, error messages, etc.) to determine areas in need of User Help.

• Develop materials that support OCLC’s implementation programs.

• Participate in Effective Use initiatives, which involve measuring the successful adoption of OCLC Products and Services by Member Libraries.

TO APPLY:  Please visit our website at www.oclc.jobs and locate Job #2001.  Create a personal profile by uploading your Word-formatted resume.