Library Systems Support Specialist

Midwest Tape•Holland, OH

1d•Onsite

About The Position

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion. Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital. Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are. We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

Requirements

Strong familiarity with library current ILS systems.
Strong knowledge of Midwest Tape’s Web site, Hoopla websites, help desk site, and SAP.
Must be able to communicate effectively with programmers, hoopla and processing support, sales and customers.
Demonstrate advanced conceptual reasoning skills and discretionary judgment along with an understanding of business area policies and processes.
Must possess excellent follow-up and follow-through skills.
Basic Computer skills, including Microsoft Office.
Familiarity with MARC Records.
Must be able to work independently while being an active member of a team.
Must be detail oriented, accurate and have excellent organization skills.

Nice To Haves

Bachelors Degree in related field.
1-3 years direct work experience in a programming or customer service environment
Knowledge of Midwest Tape’s work flow from start to finish.

Responsibilities

Discuss with libraries ILS authentication for Hoopla Digital services.
Provide initial hoopla customer ILS setup assistance and walk-through.
Conduct and maintain ILS annual reviews for all hoopla customers.
Help libraries setup the best work flow for their library.
Gather information from library and add tickets to IT for new APIs, Authentication, and Discovery layers as needed.
Maintain customer relationships in regards to ILS updates and migrations.
Help create and maintain documentation on integration with each ILS.
Discuss passing data from ILS to Midwest Tape for authentication and cataloging.
Learn more about each ILS in order to discuss best workflows with library.
Work with the sales department to help resolve ILS issues.
Work with Data and IT to help resolve ILS issues, identify new workflows, set up new integrations.
Assist in creation of documentation of manuals and upkeep of the same.
Assist in creation of proper Midwest Tape workflows.
Provide training to other employees (Hoopla coordinators) on how each ILS works.
Provide support for libraries 9xx, EDI, Open URL, 949 item records and other automation options.