ProQuest CIS Implementation & Configuration Specialist in Ann Arbor, Michigan
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CIS Implementation & Configuration Specialist
What will I be doing?
In this position, you will be a key member of the N.A. CIS Implementation Team for Rialto, focused on the integration and delivery of customer-facing services to enable the customer to transact electronically and seamlessly with the business, e.g. place orders, receive status reports, and invoices.
• Support the team to achieve key result areas with moderate supervision.• Capture customer requirements via implementations conference calls/on-site visits with new and existing customers. For standard configurations, advises customers on appropriate options and optimizes the integration of services to meet individual customer needs• Creates print and ebook set-ups in the in-house system based upon customer configuration forms and information from implementation conference calls.• Take ownership of all aspects of Customer CIS implementation- complete product configurations and integrations based on customer requirements.• Contribute to overall process improvement in the customer implementation function.• Escalate issues to the Development team and manager.• Update project tracking documents according to defined implementation procedures as tasks are completed.• Use Client Cloud to work cases.• Ensure accurate records are maintained using IT and manual systems as appropriate.• Create and maintains documentation on processes used to perform the job.• Work as part of the project team performing Rialto implementation for customers.• Analyze and troubleshoots customer issues. while serving as first-line support to customers during the implementation phase.• Develop effective relationships with other departments e.g. PS/Success, Sales, IT, Customer Services.• Provide backup to CIS Implementation and Configuration Consultants.• Contribute to team’s achieving defined KPIs.
Reasons you should apply...• You are passionate about investigating issues for customers and solving problems.• You are organized and like to meet deadlines.• You will be joining a global, customer oriented and talented team.
The job may not be a fit if...• You don't enjoy working with deadlines. • You don't particularly like to present (to internal colleagues, leadership or external customers.)• Responding to numerous inquiries on a daily basis feels exhausting.
Qualified Candidates must have…• Bachelor’s Degree, or equivalent plus minimum 3 years of relevant experience.• Knowledge of library technical services workflow.• Working knowledge of basic bibliographic data.• Strong interpersonal skills, with the ability to professionally interact with a diverse blend of personalities to reach a resolution and maintain strong relationships.• Excellent written and verbal communication skills, with the ability to transmit key information articulately, accurately, and fluently.• Ability to meet deadlines and manage own workloads effectively when dealing with multiple tasks, ability to adapt well to rapid changes and re-evaluate priorities effectively.• Excellent researching and problem-solving skills, including the ability to analyze, compare, evaluate, reconcile and order data with a consistently high level of accuracy.• Capacity to quickly learn and master new technology and knowledge of Microsoft Office products.• Experience in working within a customer services environment.• Team player.
Superstar Candidates will ALSO have…• MLS or MLIS degree• Working knowledge of EDI ordering and invoicing• Cataloging and classification and/or academic library experience.• Knowledge of one or more library automation systems, specifically in the area of acquisitions.
Other important information about this position:
• This position is located in Ann Arbor, Michigan. Relocation assistance is available.• Occasional travel is required.• This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours and an evening shift• Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
At ProQuest, we embrace the power of our people and value our differences — in thought, style, sexual orientation, gender identity, culture, ethnicity, and experience — recognizing that our diversity makes us a stronger company. Encouraging a diverse, inclusive workplace gives us the business advantage of understanding and meeting the needs of our diverse customers, clients, and communities.
More to love about becoming a PQ employee!• Forbes Ranks ProQuest among 2018 America’s Best Mid-Size Employers• We offer professional development opportunities with a significant focus on learning• We hold fun on-site events• Our employee population is smart and highly collaborative• We have a relaxed dress code… yes, that means blue jeans (and not just on Fridays!)• All of our employees have access to ProQuest research products including e-books, genealogy and academic journals
At ProQuest, we work hard and have fun doing it. If you are a passionate professional with a drive for success, please consider joining our talented team!!
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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