Software As a Service Operations Specialist 1

6 months ago

Sydney, Australia EBSCO Information Services Full time

EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

**Mission**:
The Software as a Service Specialist (SaaSS) is responsible for providing all aspects of set-up and initial support for EBSCO’s SaaS products/services, which include but are not limited to:

- EBSCO Discovery Service (EDS)
- EBSCO Discovery Service (EDS) Catalog & IR
- Faculty Select
- Full Text Finder (FTF)
- Holdings and Link Manager (HLM)
- OpenAthens (OA)
- Stacks
- Single Sign-On (SSO)

**Primary Responsibilities**:
Support SaaS customers, aggregators, publishers, vendors, and partners by providing initial set-up, and continued support for EBSCO’s SaaS products/services. Support includes but is not limited to:

- Working closely with EBSCO Information Services Team members and the customer to obtain all necessary set-up information.
- Working with aggregators, publishers, vendors, and partners to establish authentication and maintain relations.
- Setup, configure, and integrate EBSCO's SaaS products/services, such as EBSCO Discovery Service (EDS), EBSCO Discovery Service (EDS) Catalog & IR, Faculty Select, Full Text Finder (FTF), Holdings and Link Manager (HLM), OpenAthens (OA), Stacks, and Single Sign-On (SSO)
- Maintain documentation on SaaS Operations Team and associated support procedures, including but not limited to creating internal and external FAQ’s and maintaining aggregators, publishers, vendors, and partners documentation.
- Adhere to best practices as defined by case handling guidelines.
- Work closely with the Implementation Project Managers and/or Sales to provide support for questions pertaining to EBSCO's SaaS products/services - tasks include but are not limited to pre-post sale conference call participation and on-site customer visitations.
- Assist in the training of team members as necessary.
- Assist in other SaaS Implementations team’s work as required.
- Understand the technical environment, products serviced and systems used at EBSCO Industries, and by our customers.
- Other areas of responsibility as deemed necessary for the proper support of customers and EBSCO’s SaaS products/services

**Required Qualifications**
- Bachelor’s Degree in the field or 4 years' equivalent experience.
- 1-2 years’ experience supporting customers using web-based services

**Preferred Qualifications**
- Excellent time management, multi-tasking, and proven troubleshooting skills
- Strong interpersonal skills. Must demonstrate a proven track record of collaborating in a team environment and examples of the ability to build strong working relationships with both internal and external partners.
- Must be resourceful and seek solutions through research, information gathering, and exercise sound business judgment.
- Multi-lingual skills (Mandarin or Korean preferred)

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