Friday, March 7, 2008

User Services Specialist

The Washington University Libraries in St. Louis, Missouri are seeking a USER SERVICES SPECIALIST. Under the supervision of the User Services Coordinator, this individual works with other technology staff members (Desktop Support, Programming, and Operations) and student workers to document work processes and to develop and implement changes necessary for improved customer service. In particular, the User Services Specialist works with library staff to identify and address end-user technical support requirements. The User Services Specialist also works closely with the Training & Administrative Officer and the Help Desk Manager to identify technology training needs for library staff and student workers to develop training programs meeting these needs, and to present or monitor presentation of training to ensure training goals are met. The User Services Specialist will participate in a team environment with Programmers and Operations staff to ensure that user functional requirements are met when designing or implementing new software or systems products. The User Services Specialist is expected to participate in system analysis and development in a team environment, with support and direction from other library staff, to keep our systems current with changing technologies. In coordination with other Systems staff, the User Services Specialist participates in the selection, training, and evaluation of student workers.

Qualifications Required: Bachelor’s degree in an information systems related field; experience conducting technology training in a one-on-one or small group setting; experience in assisting functional users in the identification and documentation of technology needs. Preferred: MCT or equivalent technology training certification; three or more years experience developing, conducting, and monitoring technology training in a formal classroom environment; experience writing technical proposals and/or developing process models to define user requirements; effective communication skills and the ability to interact professionally with a diverse group of staff; ability to work productively in teams; general knowledge of technology operations in a client-server environment; ability to assist users in defining detailed requirements and project scope necessary for technology planning.

General Information: Washington University Libraries include the recently renovated John M. Olin Library and 12 school and departmental libraries, holding over 3.6 million volumes and extensive electronic and unique collections. The Libraries are members of the Association of Research Libraries, the MOBIUS consortium, and the Greater Western Library Alliance. The University is in a desirable neighborhood in the St. Louis met4ropolitan area, with convenient transportation, affordable housing, and numerous cultural venues nearby. For more information about the University and its libraries visit and

To Apply: visit Attach a letter of application, resume, and the names of three references. Review of applications will begin immediately and continue until the position is filled. Employment eligibility verification required upon hire. Washington University is an equal opportunity/affirmative action employer.

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