Virtual Services Coordinator

GREENVILLE COUNTY (SC) LIBRARY SYSTEM

JOB ANNOUNCEMENT, NO. 2025-027

Re-Opened Wednesday, December 11, 2024

FUNCTION

Under the supervision of the Senior Web Developer, the person in this position:

• Administers, coordinates and advances all aspects of the virtual customer experience including customer engagement, usability testing, design, content creation and service delivery.
• Oversees the Library System’s websites and virtual services system-wide, with a high level of independence and accountability.
• Ensures development process and services are customer-centric.
• Works closely with other units, especially Community Engagement, Access, Discovery, Youth Services, and members of the management team.
• Performs work in accord with the Library System’s vision and mission using good judgment in the application of policies and established procedures.

MINIMUM TRAINING & EXPERIENCE

Required:

• Bachelor’s degree from an accredited four-year college or university, preferably in computer science/information technology.
• One year of experience working in Information Technology
• Demonstrated capacity to resolve technical problems, manage projects, lead dynamic teams, and work with vendors to inspire development and creation of customer experiences.
• Other combinations of experience and training, which meet the minimum requirements may be considered.

Preferred:

• Master’s Degree in Library Science from an American Library Association (ALA) accredited college or university.
• Recent experience using HTML and/or CSS.

PHYSICAL REQUIREMENTS

Must have the ability to:

• concentrate for long periods of time
• speak clearly and distinctly
• utilize a standard telephone system
• see and interpret all job-related materials
• operate library equipment as assigned
• occasionally lift, carry and/or move up to 40 pounds
• sit for long periods of time
• stand and walk for brief periods of time
• reach, bend and stoop
• use hands to touch, handle or feel
• type on an ongoing basis for long periods of time, using both hands
• tolerate dust and mold associated with working around paper files, books, and other library materials

ADDITIONAL REQUIREMENTS

• Use of personal vehicle with mileage reimbursement
• Possess and maintain automobile insurance on personal vehicle
• Possess and maintain a valid S.C. driver’s license
• Carry Library supplied cell phone when on-call
• Some evening, weekend and holiday work
• Receiving and responding to calls from the Library after departure or on the weekends

EXAMPLES OF WORK PERFORMED

These tasks are illustrative only; to carry out the day-to-day functions of the job, other duties may be performed. The omission of specific statements does not exclude them from the position if the work is similar, related or logical assignment to the position. Essential job functions designated with (E).

• Oversees the delivery of the virtual customer experience within the Library System’s websites, online catalog, intranet, and external web applications. (E)
• Interacts and coordinates with other Library units as needed to address operational objectives. (E)
• Stays current with emerging technologies and standards; seeks opportunities to take advantage of new media, and interactive research to enhance customer experience. (E)
• Ensures that customers are the focus in the virtual services development process by conducting usability, functionality and QA testing for all areas of development related to the customer experience. (E)
• Analyzes and understands website reporting metrics in order to plan for effective use of the Library System’s websites.
• Works as a team member with Web Developers and Design Supervisor to translate strategic goals, business requirements and customer preferences into highly intuitive, easily navigated, functional and engaging interfaces and features. (E)
• Works as a team member with Web Developers and Design Supervisor to introduce new ideas and creative approaches based on user research and testing. (E)
• Responsible for creating and maintaing a technology road map on StaffWeb of planned revisions and updates to the public website. (E)
• Responsible for reporting web team progress to A-team to receive direction and approval for major upcoming website changes. (E)
• Balances customer needs and content owner requirements by analyzing risks, impacts and interdependencies related to scope and implementation. (E)
• Works with ILS Administrator in managing long term ILS projects and in resolving ILS problems. (E)
• Coordinates communication between the Information Technology unit and other Library units for projects and issues related to the ILS and Internet technologies. (E)
• Updates internet filter software. (E)
• May act as primary DISCUS contact.
• Coordinates, initiates, and approves appropriate paper and/or electronic documentation to assure proper fiscal and regulatory control. (E)
• Evaluates, selects, contacts, and communicates with vendors as needed in the support of the Technical Services Manager’s consideration to purchase digital technology. (E)
• Accepts full responsibility for engaging and responding to customer complaints until issue resolution is reached. (E)
• Participates in on-call rotation. (E)
• Ensures that safe work methods are followed to prevent injury. (E)
• Works a schedule that meets the needs of the unit. (E)
• Maintains regular and reliable attendance and remains compliant with the Library System’s Attendance Guidelines. (E)
• Performs other associated or required duties as assigned.

REQUIRED KNOWLEDGE, SKILLS/ABILITIES & CHARACTERISTICS

(Testing of computer skills may be part of the interview process for this position.)

Knowledge:

• Knowledge of public library services.
• Extensive knowledge and understanding of web technology.
• Extensive knowledge of user research, usability, development, and web standards.
• Knowledge of business English, spelling and math.

Skills/Abilities:

• Ability to communicate effectively regarding technical content and customer interface aspects of the web.
• Ability to learn and practice new technical skills quickly.
• Ability to learn library computer systems, applications, online databases, and email.
• Ability to set clear objectives and to measure and monitor process, progress, and end results.
• Ability to present effectively in a variety of formal settings: one-on-one, group, peers, etc.
• Ability to recognize opportunities for synergy and/or integration and apply them appropriately.
• Ability to create and lead dynamic teams as requested.
• Ability to be productive and meet deadlines in a stressful, ever-changing environment.
• Ability to effectively use independent judgment to resolve staff, patron, and operational problems within established guidelines.
• Ability to relate well and build appropriate rapport and relationships with Library staff at all levels of the organization, public, and vendors.
• Ability to learn and enforce the Library System’s policies, procedures and regulations.

Characteristics:

• Committed to using technology for public service.
• Future-oriented: can articulate vision of possibilities and likelihood of their success.
• Comfortable working with public in both formal and informal situations in order to test, seek input and engage the customer in a development cycle.
• Enjoys working in a collaborative leadership role as part of a team.
• Arrives on time, works hours as scheduled and maintains a good attendance record.