Training and Support Specialist

About Us

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Job Summary This is a senior professional position responsible for the training lifecycle for GALILEO, from evaluation of needs, to development of support and training materials, to delivery of in-person and virtual training and support, to ongoing assessment. A strong commitment to superb customer relationship management is required. Detailed technical knowledge of GALILEO services will be required, including e-content workflows such as: data management and evaluation; user needs evaluation; acquisition processes; activation processes; authentication workflows; customization options; vendor/third party communications; and the ability to troubleshoot user issues. An additional responsibility will be providing technical and customer support for workflows in the areas described above, including administering, assigning, and addressing support requests; effectively coordinating with technical staff; and communicating effectively about critical systems issues or outages as part of an evening/weekend on call rotation. This position may serve as a project leader on special projects.

Responsibilities Major Duties

• Manages the GALILEO training and documentation lifecycle.
• Assesses training needs and opportunities.
• Provides outreach to GALILEO libraries via individual meetings, presentations at conferences and other events, and by partnering with agencies such as GPLS and the Digital Library of Georgia.
• Develops training and documentation materials, including written content, online FAQs, and recorded videos.
• Delivers synchronous and asynchronous training to library staff on GALILEO resources and services, virtually and in person.
• Works with other GALILEO staff to provide technical support, troubleshooting, and user support for GALILEO libraries.
• Communicates with vendors and other third-parties to resolve issues.
• Gathers, analyzes, and evaluates data to support areas of responsibility.
• Coordinates and manages special projects.
• Communicating effectively about critical systems issues or outages as part of an evening/weekend on call rotation.
• Perform other duties as assigned.

Training - 50 Management of the GALILEO training and documentation lifecycle (including assessment of needs, development of materials, and delivery of training and outreach)

Support - 25 Technical support, troubleshooting, and user support.

Third-party outreach and communications - 15 Communication with vendors and third-party support.

Data Analysis - 10 Data analysis and evaluation to support the above areas.

Required Qualifications

Education Required Masters Degree in library science and/or five years of work related experience

Other Required Qualifications Demonstrated knowledge of library technical and support processes, including e-content, access, and authentication. Demonstrated experience in customer service.

Knowledge, Skills, & Abilities

ABILITIES

• Ability to analyze customer needs and skill gaps. Ability to design, create, and deliver training, tutorials, and related materials across a variety of platforms, both in person and virtually.
• Ability to troubleshoot and resolve issues across GALILEO services.
• Ability to operate a variety of software programs.
• Ability to effectively multi-task.
• Ability to analyze and synthesize information into a reportable format.
• Ability to learn new technologies in a self-directed manner

KNOWLEDGE

• In-depth understanding of typical library workflows and tools, especially those used within GALILEO (e-content in general; evaluation; authentication; activation; customization; and ongoing support).
• Advanced knowledge of training and documentation workflows, tools, and best practices.

SKILLS

• Excellent interpersonal and written communication skills to effectively present and gather information and respond to questions from groups as well as a wide range of individuals such as managers, clients, stakeholders, customers, administrators, faculty, staff, vendors, contractors, and the general public.
• Must be flexible, well organized and team oriented.
• Strong written and verbal communication skills.
• Strong planning, organizational and problem solving skills.
• Strong customer service orientation.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.

Equal Employment Opportunity

The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.

The University System of Georgia encourages applications from under-represented groups, including minorities, women, and people with disabilities. The University System of Georgia is an Equal Employment Opportunity/Affirmative Action Employer.