sharing the costs of professional training & courses
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Oferta pracy
Support Analyst / Specjalista ds. Wsparcia
"ALEPH POLSKA" SPÓŁKA Z O.O.About the company
- Warmian-MazurianWarmian-Mazurian
- offer expired 2 years ago
- contract of employment, B2B contract
- full-time
- specialist (Mid / Regular)
- full office work, home office work, hybrid work
- remote recruitment
Your responsibilities
- Responding to customer problems or questions.
- Investigate, diagnose and addressing application support issues, and documenting ongoing progress via the ticketing systems.
- Identify issues that require advanced investigation and transferring the case to other stakeholders with a detailed description of the finding from the initial investigation
- Work in close collaboration with other internal departments.
- Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
- Report queries, product defects and feature requests for resolution as appropriate.
- Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience.
- Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.
Our requirements
- Fluent in Polish and English (written and spoken)
- Significant experience in working with and/or administrating library management systems/information management systems
- Computer proficiency and technical experience
- Desire to problem solve, with strong analytical skills (system analysis, troubleshooting)
- Proficient oral and written communication skills, including ability in carrying out web-based consulting sessions and presentations.
- Ability to learn new products quickly and to adapt to changes in delivered services.
- Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.
- Ability to consistently follow predefined guidelines, protocols and procedures.
- Familiarity with workflows in the sector of Higher Education, e.g. Information Management, Electronic Resources and/or Library Management
Optional
- Good knowledge of HTML & CSS; experience of Javascript, AngularJS, XML and XSL is a plus
- Familiar with Oracle Business Intelligence
- Experience with tools/services such as Salesforce, Atlassian, Webex and other relevant support systems.
- Experience with library workflow tools such as library management systems, discovery layers, academic research tools and other bibliographic records systems.
- Working knowledge of Ex Libris products highly valued
- Additional European languages, especially East-European languages, are a clear advantage
What we offer
- Stabilne zatrudnienie w ramach umowy o pracę lub umowę B2B (samozatrudnienie), według Twojej preferencji.
- Siedzibą firmy jest Warszawa, ale istnieje możliwość pracy zdalnej z dowolnego miejsca w Polsce.
- Możliwość zdobycia międzynarodowych doświadczeń na ciekawym stanowisku w branży IT dla szkolnictwa wyższego
Benefits
- remote work opportunities
- no dress code
- coffee / tea
"ALEPH POLSKA" SPÓŁKA Z O.O.
Praca w ALEPH Polska daje możliwość zdobycia międzynarodowych doświadczeń na ciekawym stanowisku w branży IT dla szkolnictwa wyższego. Otrzymasz szeroki zakres odpowiedzialności i ambitne zadania oraz możliwość współpracy w wielokulturowym i wielojęzycznym środowisku.
Będziesz pracować na terenie Polski w ramach struktury ALEPH Polska, ale ze stałą współpracą w środowisku międzynarodowym firmy Ex Libris. Dobra komunikacja po angielsku jest dla nas istotna i oczekujemy od kandydatów cv w języku angielskim, ale nie oceniaj swojej znajomości języka zbyt surowo, nie szukamy nauczycieli języka, tylko jego użytkowników 😉
The Implementation Consultant will join the Aleph Polska Team and will provide services to customers in Poland and other European countries to implement Ex Libris products and provide additional professional services. The services in scope include consulting, system analysis, configuration, (web-)trainings, workshops, implementation assistance and customer guidance as part of a project team led by a Project Manager. For selected small-scale implementations the Implementation Consultant may take responsibility for full project delivery including project management aspects.
The position includes technical aspects as well as an intense consulting part regarding workflows, configuration decisions and migration questions in direct communication with our customers. Ongoing work with different stakeholders within Ex Libris such as Professional Services Teams in other regions, Global Support Teams, Cloud Team or Product Management are also part of the role.
The work in Aleph Polska offers the opportunity for international experiences in an interesting and exciting position in the IT industry for the Higher Education market, with wide ranging responsibilities and challenging tasks in a multi-cultural and multi-lingual environment.
About Aleph Polska:
Aleph Polska is the only distributor of Ex Libris products in Poland and acts as a service office for Polish users of these systems. Our dedicated team of people and our commitment earn the trust of our customers.
We have been operating on the software market for libraries since 1992, since March 2001 under the name of ALEPH Polska Sp. z o.o. We are committed to the life of the library world: we are present as a sponsor of the most important meetings and conferences. For more information, see: https://www.aleph.pl/
About Ex Libris:
Ex Libris, a ProQuest company, is a leading global provider of cloud-based SaaS solutions that enable institutions and their individual users to create, manage, and share knowledge. In close collaboration with its customers and the broader community, Ex Libris develops creative solutions that increase library productivity, maximize the impact of research activities, enhance teaching and learning, and drive student mobile engagement. Ex Libris serves over 7,500 customers around the globe, in 90 countries and in more than 20 languages.
For more information on Ex Libris products and next generation solutions for libraries, see the Ex Libris Web site: https://www.exlibrisgroup.com/
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Support Analyst / Specjalista ds. Wsparcia, Warmian-Mazurian