Aspen Discovery Implementation Specialist

Description

Libraries today have so much more than just books, but unfortunately a lot of patrons don’t know everything that libraries own and everything that libraries can do for them. At ByWater Solutions, we are trying to change that by helping to connect patrons to all of the unique content that libraries have, all while creating a modern, user friendly interface that patrons love to use!

ByWater Solutions is a small and close knit group of technology specialists who work in a fast paced and family oriented environment that places a great deal of attention on quality of life and satisfaction with helping set up libraries for success.

Aspen Discovery is a quickly growing open source discovery layer with strong roots (in development for over 12 years!) and a diverse group of library partners. We are innovating in a number of areas and are actively working with our partners to constantly improve the software and our implementations, all while providing world class support. Aspen Discovery is a great chance to work on software that can truly make a difference in people’s lives by providing equal access to a wide variety of information to everyone.

As an implementation specialist with our Aspen Discovery Department you will have the opportunity to work on a wide variety of projects and challenges. We expect the person in this role to contribute in the following areas:

• Completing implementations with new partners. Tasks include training the partner on their system, working with the partner to set up their site, work with vendors to get credentials for API connections, train staff on the patron experience and any other issues that come up during the implementation process.

• Project planning of Aspen Discovery implementations.

• Creating documentation for your team and the Aspen community including the Aspen Discovery Help Manual, Tutorial Content, Blog posts, and the Aspen Weekly publication.

• Tracking issues that libraries find through the system to determine the root cause of their questions.

• Use internal processes to track project progress.

• Work with partners post implementation to support any questions or issues they have.

• Detail driven processes. Attention to detail, working on a timeline, and tracking progress is incredibly important.

• Customer facing service - video calls to go through questions or to train on the system.

• Working with the Aspen Discovery Team to improve our internal processes.

• Helping your team members learn new skills.

• Participating in the Aspen Community.

This position is a customer facing position that requires a successful candidate to be detail oriented, work on a timeline, track progress, and clearly communicate with customers and teammates.

We want you to have fun, be challenged, and be able to make a difference for our partners and their patrons!

What to expect at ByWater (but also expect the unexpected)

Your First Week

• Firehose gets turned on :)

• Meet your coworkers (we’re all really nice)

• Setup your computer

• Get access to all the key systems (gmail, rt (ticketing system), payroll systems, etc)

• Attend daily standups and team meetings

• Get a demo of Aspen Discovery

• Watch recorded tutorials of Aspen Discovery functionality.

• Watch past trainings of Aspen Discovery.

• Ask lots of questions

New stuff your Second Week

• Review incoming tickets for Aspen Discovery to get a feel for the types of issues our partners have.

• Start attending partner implementation meetings to see how we work with partners to configure their systems.

• Attend meetings we have with partners post implementation.

New stuff your First Month

• Attend Aspen Gatherings to get introduced to the community

• Triage tickets as they come in and identify and fix issues for partners.

• Work with the team to revise goals/OKRs to be more measurable and add goals for yourself.

• Continue working on implementations and getting comfortable with team processes.

New stuff your First 3 months

• Complete shadowing of an implementation.

• Begin your own implementations with shadowing from a team member.

• Begin assisting with documentation for community and ByWater Solutions. Ie add to the Aspen Discovery manual, create blog posts to engage our partners, generate video tutorials on new functionality.

New stuff your First 6 months

• Start working on implementations on your own.

• Continue ticket triage.

Even more stuff your First Year

• Learn about more complex implementations - ie. integrations with different ILS vendors.

• Assist in fine tuning internal processes.

This is a full-time, telecommuting (permanent) position which requires working from home and some travel requirements. ByWater offers performance bonuses, 401k, medical, great pay, on the job skills training and the chance to work with a talented group of team members.

If this sounds like you send your resume and cover letter to jobs-aspen@bywatersolutions.com