Senior Analyst (ILS Customer Experience Manager) - San Jose Public Libraries

$113,328 - $138,072/Yr

City San Jose - San Jose, CA

Full-time - Mid Level

San Jose, CA

5,001-10,000 employees

Executive, Legislative, and Other General Government Support

About the position

The City of San José is seeking a Senior Analyst (ILS Customer Experience Manager) to join the Library Department, which plays a vital role in the community by providing access to information and fostering lifelong learning. This position will be responsible for administering, developing, and implementing the Department's Integrated Library System (ILS), currently utilizing the Sierra platform. The Senior Analyst will provide strategic direction and oversight of the ILS, ensuring its efficient operation and alignment with the library's goals and community needs. As part of the Library's Public Engagement Division, the Customer Experience Manager will lead the ILS procurement process, collaborating with various departments including Technical Services, Library Information Technology, Data & Analytics, and Access Services/Circulation. This role will focus on enhancing user experience (UX) and improving customer service through effective management of the ILS, including application performance, user management, and system upgrades. The successful candidate will also oversee a project committee that integrates major services with the ILS, develop annual work plans, and co-develop budget proposals as necessary. In addition to managing the ILS, the Senior Analyst will analyze data dashboards, optimize analytics features, and develop training materials to maximize staff functionality with the ILS. The position requires strong analytical, management, organizational, and communication skills, as well as the ability to handle multiple assignments effectively. The ideal candidate will have experience with ILS platforms, particularly Sierra, and a commitment to maintaining the privacy and confidentiality of patron data in accordance with city policies and professional standards.

Responsibilities

• Manage the efficient operation of the ILS, including application performance, administration, maintenance, user management, and system upgrades to meet library requirements.
• Oversee the ILS procurement process, which may result in the modernization of the current ILS or leading a migration to a new ILS system for the Library.
• Conduct user experience (UX) assessments to improve ILS performance and customer experience.
• Lead a Department project committee of staff that oversee major services integrated with the ILS; develop and manage an annual workplan, and co-develop budget proposals as necessary.
• Research, analyze, evaluate, plan, test, troubleshoot, and coordinate all aspects of ILS interfaces and services, working both independently and collaboratively with library staff and vendors.
• Provide strategic coordination and serve as the point of escalation for vendor management and incident troubleshooting.
• Maintain awareness of product development releases and communicate opportunities to Library leadership and unit leads.
• Implement ILS customer notification modules and evaluate engagement metrics to optimize customer service.
• Provide guidance on how to optimize the catalog, integrated library system, and all aspects of the public interface from the customer perspective.
• Oversee routine database management, including regular deletion of withdrawn items and records that fall outside of the City's retention schedule.
• Analyze data dashboards and optimized analytics features in the ILS.
• Develop trainings and procedural manuals to maximize the functionality of the ILS among staff.
• Utilize standard project management skills and tools and meet deadlines with a high degree of accuracy and ethics.

Requirements

• A Bachelor's Degree from an accredited college or university.
• Four (4) years of increasingly responsible experience in general management/administrative analytic work in areas such as budget, finance, grant administration, organizational analysis, or human resources.
• Knowledge and experience with Sierra ILS platform is preferred but not required.
• Possession of a valid State of California driver's license may be required for some assignments.

Nice-to-haves

• Experience with integrated library systems (ILS) or similar systems.
• Strong analytical, management, organizational, and communication skills (written and verbal).
• Excellent communication and interpersonal skills, critical thinking ability, customer experience management, and data analysis.

Benefits

• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Paid holidays
• Flexible scheduling
• Professional development opportunities
• Tuition reimbursement
• Retirement savings plan (401k)