City San Jose - San Jose, CA
posted 4 months ago
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.