Senior Support Analyst

OCLC Online Computer Library Center

Bachelor of Science degree in a business or computer based discipline, or an equivalent academic/work experience combination.

3+ years' experience or equivalent expertise providing technical and functional troubleshooting/support.

OCLC Online Computer Library Center, Inc. is a nonprofit, membership, computer library service and research organization dedicated to the public purposes 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 searching for a Senior Support Analyst in our Dublin, Ohio headquarters.

The Senior Support Analyst utilizes resident knowledge of OCLC products, services, processes and procedures to provide experience technical and second-level support by phone and through e-mail to the OCLC user community.  Provides troubleshooting assistance to member library system administrators supporting installation, configuration, access and networking, device management, problem resolution, and general functionality for OCLC software and services operating in diverse local environments.  Supports OCLC's online systems, distributed systems, micro-software, and access methods using both proven and creative solutions.  Assists less experienced team members with complex troubleshooting situations.  Interprets problems and resolves recurring difficulties either directly or through the facilitation of coordination/collaboration between other OCLC business units and/or outside vendors and contractors.

RESPONSIBILITIES:

 Answer incoming support requests in a blended (phone/e-mail) environment; initiate outgoing contacts as required that result in effective resolution and workable solutions to inbound service requests and inquiries. Performance must effectively contribute to achievement of overall departmental metric/customer satisfaction goals, and meet or exceed individual performance expectations

Document all support activity within the CSD customer tracking system(s) to facilitate accurate reporting, trend identification, and creation of a customer's support history with OCLC to facilitate ongoing user support and troubleshooting.

Mentor and assist less experienced staff in a broad range of support topics by providing answers and direction in support of issue resolution activities.  Assist in evaluating the technical expertise of the CSD staff, identify individual and/or group skill gaps, and provide training (at the direction of Customer Support Management) to improve the ability to provide consistent, efficient and effective solutions for users.

Participate (at the direction of customer support management) in new product implementation activities to help ensure CSD support readiness and enhanced product quality and usability.

Identify, research, test and document support information to augment the CSD's Knowledge Base, ensuring answers and solutions are consistent, accurate, and readily available to all CSD users and other support areas/personnel.

Provide feedback to the organization (at the direction of Customer Support Management) to help OCLC understand customer responses/experiences as they pertain to product offerings and enhancement recommendations, allowing OCLC to improve the functionality and usability of its products/services.

Function as a liaison with other sections, departments, divisions, and/or organizations to coordinate and facilitate user support and issue resolution to topics involving dependencies outside of the CSD.

QUALIFICATIONS:

Bachelor of Science degree in a business or computer based discipline, or an equivalent academic/work experience combination.

3+ years' experience or equivalent expertise providing technical and functional troubleshooting/support. Knowledge of OCLC's online services, micro-software, distributed systems, and telecommunications access methods is preferred.

Ability to install and configure desktop and server software products for use with any supported operating system and telecommunications environment.

Demonstrated knowledge working with third party software and environments, especially MS-Windows and communications software.  Working knowledge of web browser configurations, multiple versions; as well as functional knowledge of other web user interface technologies (plug-ins, Flash, CSS, and JavaScript etc.)

Demonstrated knowledge with Z39.50 clients, and connectivity via IP recognition or scripting software is preferred.

Installation and trouble-shooting knowledge of Windows server, desktop operating systems, and Linux operating systems is preferred.

Demonstrated knowledge of DNS, SSL, security software including firewalls, routers and networking is preferred.

Knowledge of OCLC products EZProxy, ILLIad. and CONTENTdm is preferred.
 

TO APPLY: Visit our website at www.oclc.jobs and locate Job #1848. Create a personal profile by uploading your Word-formatted resume.