Description

You will provide first-line support for Sierra ILS customers, serving as the primary point of contact to build trust-based relationships. You will develop deep technical expertise across Sierra’s core functional modules and partner with Technical Support Analysts and Product Specialists to deliver application support.

Responsibilities

• Document troubleshooting steps and standard operating procedures.
• Determine when to escalate complex issues to management or second-level support.
• Manage multiple priorities and work under pressure.
• Maintain strong documentation skills and attention to detail.

Required Skills

• MLIS/MLS degree or equivalent work experience.
• 2 years of experience providing technical customer support.
• 2 years of experience working in libraries or a similar environment.
• Experience with library technical services such as cataloging, authority control, serials, or acquisitions.
• Proficiency in troubleshooting technical issues.

Preferred Skills

• Experience using Innovative’s Millennium or Sierra systems.
• Experience with electronic resource management or collection development functions.

Key Skills

Education

Any Graduate