Product Support Analyst - Library Software

We are looking for a Product Support Analyst - Library Software to join our Leganto support team! This is an amazing opportunity to work with Leganto, our resource list management system that integrates with campus learning management systems to connect students and faculty to available library resources relevant to their courses.

If you have a background in library or computer science and enjoy working in a dynamic and continuous learning culture, we would love to speak with you!

About You - experience, education, skills, and accomplishments

• Bachelor's degree or equivalent relevant work experience
• 2+ years of relevant work experience

It would be great if you also had...

• Ability to effectively communicate solutions to technical and non-technical users.
• Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
• Familiarity with the Learning Tools Interoperability (LTI) standard
• Self-motivation and ability to multitask in a fast-paced solution focused environment.
• Independence, initiative, and ability to learn quickly and follow through on urgent tasks.
• Experience working with Salesforce or Atlassian JIRA
• Experience using or supporting either library software or learning management system software

What will you be doing in this role?

• Triage customer cases with urgency and provide first-line analysis on issues reported by library staff using Leganto
• Become a product expert on the Leganto system and handle support cases and customer calls effectively and independently
• Create analyses to send to the second-line support team for issues that may require investigation by the Leganto Development team

About the Team

The Leganto Support Team supports Ex Libris' resource list management system Leganto, used by libraries world-wide. The team consists of analysts in Europe, Middle East, and North America, and sits within the larger Ex Libris Support Department, part of Clarivate's Customer Care organization.

Hours of Work

This is a full-time hybrid position which supports local core business hours. Collaboration with Global teams will require early morning or evening calls as necessary.

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.