Library Systems Support Analyst

Description

Index Data is seeking a curious, independent problem-solver to fill the role of Library Systems Support Analyst. We are a software and services company delivering solutions for the future of libraries – we’ve been quietly revolutionizing library technology since 1994. Our global team of 25 diverse, talented people works virtually but gathers each year in places like Copenhagen, Chicago, Vienna, or Miami (yes, our meetings are worth traveling for).

We’re the architects behind FOLIO, the technical driving force of Project ReShare, and the kind of people who genuinely enjoy discussing metadata over coffee. Our team includes industry visionaries and open source evangelists who’ve earned respect not through size, but by consistently delivering solutions that solve real world problems.

As a Library Systems Support Analyst, you’ll help libraries master FOLIO, ReShare, LDP, VuFind and our other creations. You’ll be the calm expert when systems hiccup, the detective tracking down elusive bugs, and the translator turning vague problem reports into actionable tickets. You’ll represent Index Data in open source communities where your voice matters. We feed off each team member’s passion – bring your own library enthusiasm.

You will:

• Manage support tickets with technical expertise and grace
• Troubleshoot across multiple systems
• Create documentation people actually want to read
• Collaborate with our distributed team to deliver comprehensive solutions
• Turn customer insights into product improvements

You’ll need:

• 3+ years in library technology or technical support (system migration veterans especially welcome)
• Deep understanding of library workflows – you know what makes catalogers happy
• Excellent written communication – you can make complex things simple
• Systematic problem-solving mixed with genuine curiosity
• Professional customer service skills with compassionate patience
• Comfort working remotely while staying connected to our team
• North America location preferred

Bonus points for:

• MLS/MLIS or serious library experience
• Open source library systems experience (opinions welcome)
• SQL knowledge (even just enough to be dangerous)
• Genuine excitement about library futures

Start as a support generalist, then develop your specialty – SQL reporting, VuFind customization, FOLIO expertise, whatever captures your interest. We invest in your growth because it makes us all better.

We offer competitive benefits, the chance to work with library technology’s smartest innovators, and the satisfaction of helping libraries serve their communities. Small enough that you matter, established enough to lead industry transformation.

Ready to join a team that’s been trusted for three decades but still thinks like innovators?

Send your cover letter and resume to jobs@indexdata.com. Tell us why libraries matter to you or share your best library technology story. Show us you’re someone who gets excited about making things work better.