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ARLIS-L  January 2006

ARLIS-L January 2006

Subject:

Job opportunity at ARTstor: Director of User Services

From:

Max Marmor <[log in to unmask]>

Reply-To:

Max Marmor <[log in to unmask]>

Date:

Wed, 4 Jan 2006 16:31:10 -0500

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (104 lines)

User Services Director

ARTstor is seeking a Director of User Services. User Services provides 
support and training services to the more than 500 institutions 
participating in ARTstor (including libraries, visual resource and 
instructional technology departments) as well as end users (including 
faculty, curators, and graduate and undergraduate students). 

Responsibilities 

The Director of User Services will be responsible for developing and 
carrying out a strategic plan to assess, encourage and support use of the 
ARTstor digital library, software and services. The Director of User 
Services will work closely with the Director of Library Relations, 
Technology, and other senior management team leaders at ARTstor to conduct 
field research related to user needs (among institutions and individuals), 
oversee organizational relationships with participating institutions, and 
work with individual end users and their institutional representatives to 
strengthen the value of the ARTstor community. 

Primary tasks include: 

- Assess usage, and design and implement processes to promote and encourage 
the use, of ARTstor content, tools, and services across the campus; 
- Work closely with the ARTstor senior management team to build a scalable 
infrastructure that will provide highly responsive user support for a 
rapidly increasing user base, eventually on a 24x7 basis; 
- Play a strategic and leadership role in the growth of ARTstor and what it 
offers to users by championing user needs, and working closely with 
assessment staff; 
- Manage a growing team of user support specialists and assistants that 
provides training and support services for ARTstor participants; this 
includes overseeing technical support, development and maintenance of 
online and printed documentation and training materials; 
- Work closely with the ARTstor Library Relations team to transition and 
ensure continued service and strengthening o f relationships with 
participating institutions; 

Skills 

The Director of User Services should be creative, energetic, flexible, and 
committed to the development and delivery of high-quality services to users 
in the educational and arts communities. Specific required skills include: 

- Proven ability to manage a medium size team of highly motivated 
employees; 
- Experience in designing, implementing, and maintaining a user support 
organizational structure that will provide a top quality support service, 
including experience implementing systems, processes, and metrics to ensure 
continuous improvement in service quality; 
- Proven ability to devise and implement methods of encouraging usage of 
new technology products or technology-based services; 
- Demonstrated capacity to work collaboratively with other senior staff 
across organizational boundaries; 
- Understanding of technology platforms and products in the realms of 
libraries, learning management systems, collections management systems, or 
other educational enterprise systems; 
- Proven ability to set priorities and strategically implement web-based 
services and products; 

Qualifications 

- A bachelor’s degree and graduate study, or a bachelor’s degree and 
equivalent professional experience, in a directly relevant field. 
- Significant (minimum 5 years) management experience in Client 
Relationship Management and/or User Support in an organization whose mode 
of product delivery has been via software or the Internet; 
- Experience with Customer Interaction Management and/or Customer 
Relationship Management systems (knowledge of Talisma CIM a plus); 
- Excellent written and oral communication skills relating to technical and 
non-technical subjects; 
- Experience in product promotion and user retention; 
- Comfort and fluency in a variety of software programs, platforms, and in 
Human-Computer Interaction; 
- Experience in the higher educational community a plus, but not required 
if the candidate has demonstrable record of directly relevant transferable 
skills and experiences; 
- Proven ability to work collaboratively, and to be able to manage multiple 
responsibilities, in a rapidly changing, rigorous environment; 
- Proven ability to foster the professional development of staff members; 
- Willingness to travel (including internationally) as required. 

About ARTstor 

ARTstor is an equal opportunity employer. ARTstor offers a competitive 
salary and excellent benefits. 

Applications for the position should be submitted to:

[log in to unmask] 

Applicants must submit a cover letter with salary requirements along with 
their resume.

__________________________________________________________________
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