Library Services Associate III, Access & Information Services

Position Highlights The University Libraries, Access and Information Services department seeks a Library Services Associate III (LSA) to provide excellent customer service in coordinating activities at various public service sites, working in a fast-paced environment for the purpose of supporting efforts to create an environment conducive for academic and scholarly endeavors in the various libraries. The incumbent in this position assists customers with basic research needs, providing information, reference, technology, resource sharing, and circulation assistance that facilitates customer access to the collections of the University of Arizona Libraries., * 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.

• Collaborates with the Information & Training Team to develop training content for staff and student employees.
• Assists with optimizing public services to improve the customer experience.
• Provides feedback and guidance to desk staff regarding customer service.
• Assists with monitoring email reference queue answering and triaging questions.

Ask Us/Service Site; Customer Service; Library Opening

• Provides reference, technology, and circulation assistance to customers in person and through chat, phone, and email.
• Assists customers with locating library information, resources, materials, and services.
• Addresses overdue accounts and responds to billing and collections questions.
• Troubleshoots software, computers, laptops, projectors, and other emerging technologies.
• Directs the work of student employees who assist with customer service, reference, circulation, and technology support.
• Liaises with the department’s resource sharing and technology leads to support library services and operations.
• Supports building opening procedures for the Main and Weaver Science and Engineering Libraries.

Systems, Meetings, E-mail, Professional Development

• Maintains library password management system.
• Facilitates meetings, makes presentations as needed, and participates in data-based decision making.
• This includes the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.

• Ability to work independently and collaboratively in the design, development, delivery, and assessment of training materials.
• Ability to train groups and individuals with varying learning styles, levels of academic preparedness, and backgrounds in the effective use of library resources and research tools.
• Ability to evaluate individuals based on established work expectations.
• Knowledge of library reference resources (i.e., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources.
• Skill in interviewing customers regarding reference service and sources to better understand customer needs.
• Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction.
• Evidence of the use of good judgment and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
• Ability to understand and apply policies and procedures, including the ability to resolve situations using conflict resolution skills in the enforcement of policies.
• Ability to handle difficult customer interactions.
• Ability to perform duties independently under general supervision.
• Excellent interpersonal and communication skills, both written and verbal.
• Skill in facilitating meetings and delivering presentations.
• Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives.
• Positive attitude and strong demonstration of UA Libraries’ Values.
• Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
• Demonstrated ability to prioritize.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve. Minimum Qualifications

• Bachelor’s degree required.
• Minimum of 1 year of relevant experience required in addition to education requirement.

Preferred Qualifications

• Experience with LibApps suite of software (LibCal, LibAnswers, LibGuides, etc).
• Experience searching integrated library systems and record interpretation (e.g., Ex Libris, Alma/Primo).
• Experience using course management systems (e.g., Desire2Learn).
• Experience creating online learning objects with eLearning software such as Articulate Storyline, Adobe Presenter, or other e-learning software.
• Experience responding to customer inquiries using automated systems (i.e., LibApps/Springshare and ServiceNow).
• Experience providing reference assistance utilizing various research methodologies and online databases (e.g., ProQuest, IEEE Xplore, Science Direct).
• Experience using Artificial Intelligence to improve workflows and embed functionality into existing services, including a demonstrated ability to stay current with AI advancements and instruct others on the use of this technology.
• Experience gathering and analyzing internal and external data (both qualitative and quantitative).
• Experience giving and receiving feedback in an environment dedicated to ongoing growth.
• Experience professionally representing an organization, including events.
• Experience with process improvement, cost and systems analysis, and project management.
• Experience with issues pertaining to circulation and library code of conduct procedures.
• Experience providing computer hardware and software support.
• Experience with the current version of Microsoft Office suite.
• Experience working in an academic library.

Within the Information and Training group, this position provides co-leadership in the design, implementation, and management of AIS training and eLearning content. The LSA III utilizes specialized software to create online learning objects and contributes to the ongoing assessment and enhancement of training. The LSA III regularly attends and participates in workshops and other professional meetings, bringing back insights to support departmental environmental scanning and strategic planning. The position also recommends process improvements to enhance customer service and streamline workflows. Work Hours: 100% on site*. Monday-Friday 6:45am-3:45pm. Due to any potential change in scheduled building hours, all AIS staff are considered back-ups for closing the Libraries.

The University of Arizona Libraries are enterprising partners in advancing the University’s priorities by promoting inquiry, creative endeavor, scholarly communication, and lifelong learning. Serving as an intellectual crossroads of the University, the Libraries support innovative interdisciplinary research and scholarship while providing resources and services that enrich both the Arizona community and a global academic audience.

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; retirement plans; access to UA recreation and cultural activities; and more!