Support Analyst, Ex Libris, Des Plaines IL OR Boston MA

General Description:

The Primo Support Analyst works in a team environment to provide Ex Libris customers with world class support by logging, documenting, troubleshooting and resolving questions and problems related to the applications for Primo and other Ex Libris software.  Daily personal contact with customers demands strong customer focus and excellent communication skills.   Every incident provides an opportunity to improve one's troubleshooting techniques to resolve issues related to Primo and other Ex Libris products.

Essential Job Duties:

-    Support customers: manage personal queue of Support Incidents according to response level guidelines by communicating with customers and solving the reported and underlying problems using your skills and resources; seek help or escalate as appropriate

-    Represent Ex Libris to customers: provide world-class support to customers; maintain a professional demeanor with customers in all interactions; train customers formally and informally as needed; contact and respond to customer listservs as directed; attend customer conferences and meetings as directed

-    Support internal teams: work with and for other members of the Primo Support Team, with Support teams for other products that integrate with Primo, with Development staff, and with other internal customers to troubleshoot Support Incidents, answer questions, and provide deliverables for projects

Maintain and improve personal and institutional knowledge: document troubleshooting, communication, and system changes in the CRM; document procedures, policies, and general knowledge on the Wiki; stay current on all aspects of supported products and train other employees as needed

-    Serve as point of contact: answer and direct phone calls during assigned phone shifts

-    Help improve products and internal processes: Provide feedback to management and other personnel to improve the products, customer service, and operations; test, verify, document, and submit software defect reports

-    Other projects and duties as assigned

Desired Experience and Education:

-    Library experience preferred, MLS or MLIS ideal

-    Linux, Oracle, Java, SQL, JBoss experience welcomed

-    Customer service: provide excellent customer service externally and internally

-    Troubleshooting: excellent and creative problem-solving skills

-    Deliver results: takes initiative, meets customer needs, high standards, multi-tasking

-    Fast-paced: works under pressure, manages uncertainty and change well

-    Effective communication: communicates well with coworkers, proactive and appropriate customer communication

-    Team orientation: enjoys working in a team environment, shares responsibility for team success

Shift Requirements

-    Must be able to work any of the Customer Support shifts during the support hours of 8:30am to 5:30pm Central time

-    After-Hours on-call duty rotation may also apply

-    Must be willing to obtain governmental security clearance as needed

Email resume and cover letter to: 

Julie Bister at

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