• User Experience and Library Services Coordinator

    Resource Sharing Alliance

  • Library/Organization Address

    715 Sabrina Drive
    East Peoria, Illinois 61611

  • Employment Type

    Full-time

  • Hourly Wage/Salary Range

    $45,572.00 - $56,965.00

  • About the Organization

    The Resource Sharing Alliance (RSA), is a library automation consortia covering about 13,500 square miles of central and west-central Illinois. RSA provides a shared library automation system and direct support to 134 member libraries in 174 locations. We are based in East Peoria IL. This position will be working out of the East Peoria office.

  • Job Description and Responsibilities

    Resource Sharing Alliance (RSA) is looking for our next User Experience and Library Service Coordinator. We are seeking someone who is a dynamic team member, detail-oriented, and service-minded. The User Experience and Library Service Coordinator plays an integral role in the Library Services team, ensuring a high level of support for RSA member libraries.

    Job Summary:
    The User Experience and Library Services Coordinator manages, configures, enhances, and maintains the look and feel of RSA's internet-based products; these include the online card catalog, RSA's support site, mobile apps, and various 3rd party tools. Maintains the look and feel of these products while our vendors maintain their core functionality. Schedules informational and operational visits and applicable training at RSA member libraries and online. Works with other Library Services team members to provide high quality customer service supporting circulation and patron-facing services including troubleshooting, patron and circulation policy, member library operations, special projects, the patron experience as well as individual or group training. Works closely with other RSA staff and member libraries to ensure the effective operation, support, and continuity of RSA’s library operations services.

    Responsibilities:
    Applies diagnostic skills to evaluate and troubleshoot library automation system issues reported by members or identified internally. Focuses on the online and mobile catalog, circulation, holds, patron data, serials, selections, and acquisitions operations.
    Proactively identifies and advocates for opportunities to improve and maintain a high-quality user experience for library patrons.
    Examines, coordinates, and surveys RSA member libraries and patrons to enhance and maintain unique and diverse online catalog and various iOS and Android apps, user surveys and usability studies.
    Updates, configures, and enhances the RSAcat online catalog and digital archive products, iOS and Android apps for library staff and patrons, RSA's website, online forms, and other library or patron facing products.
    Designs, maintains, configures, and modifies new or existing CSS, JavaScript, and other code used in RSA products.
    Designs and maintains RSA’s support website.
    Provides graphics editing for logos, support site, newsletter, and other UI design.
    Suggests and performs maintenance activities as directed to ensure quality control of the shared user database
    Prepares and conducts in-person and virtual workshops, individual and group training sessions, new director visits, and routine site visits at the RSA office and at member libraries.
    Assists member libraries with strategies, policies, and procedures affecting their daily operations and customer service, particularly circulation functions, ILS customization, and the end user experience.
    Assists with the implementation of new and upgrading member libraries, including training on RSA basics, circulation, holds, and patron management, parameters discussions, and patron facing products.
    Prepares and maintains circulation, holds, patron, and other documentation for RSA staff and the member libraries.
    Communicates using all channels to review issues, questions, or concerns and provides troubleshooting in areas including but not limited to circulation, holds, fees and fines, serials, selections, acquisitions, online catalog and other patron facing products, and library-to-library disputes.
    Seeks out, participates in, and suggests professional development opportunities to maintain current awareness of circulation, policy, patron services trends, automation system technologies, and applicable web technologies.
    Cultivates constructive relationships and collaborates with colleagues, member libraries, library system staff, vendors, and other stakeholders with an emphasis on building consensus and relationships, achieving results, and advocating for member libraries.
    Participates in or facilitates ad hoc or permanent project teams, working closely and effectively with other team members.
    Selects the appropriate approach when faced with a problem, query, or concern and understands when to escalate either internally or externally.
    Documents questions, complaints, comments, and other interactions with members, including actions taken on the member’s behalf, thoroughly in the RSA customer relations database.
    Participates in testing of new or upgraded software and may prepare associated documentation.
    Proactively creates and maintains library operations content for the RSA support web site and member communications.

  • Minimum Requirements to Apply

    Knowledge, Skills, and Abilities:

    Education:
    Bachelor’s degree (any field) preferred, or Associate’s Degree in Web Design, Information Design, Interactive Design, Human Computer Interaction, or related field required; Associate’s Degree from a Library Technical Assistant (LTA) program and 3 years of relevant library experience may also be considered.

    Knowledge/Experience:
    2+ years of experience working with a diverse set of web tools, including content management systems, learning management systems, and html design tools strongly preferred.
    2+ years of experience with Google Analytics or other tools for analysis of web statistics preferred.
    1+ years of experience using integrated library systems (ILS) strongly preferred, familiarity with SirsiDynix Symphony preferred.
    1+ years of experience using online public access catalogs (OPACs) preferred.
    1+ years of delivering customer service preferred; experience in a library setting strongly preferred.
    Demonstrated experience with user-centered web design principles preferred.
    Demonstrated experience creating concept designs, wireframe and mock-ups preferred.
    Working knowledge or willingness to learn CSS design and coding, JavaScript design and coding, HTML design and coding and about online accessibility.
    Ability to create and implement enhancements to Graphic User Interfaces (GUI), and to make other graphics, video, and web designs preferred.
    Experience with User Experience needs assessments and evaluation of user satisfaction preferred.
    Demonstrated ability to quickly and efficiently learn and implement new technologies and tools.
    Experience in the development, implementation, and evaluation of training for individuals and groups of adult learners preferred.
    Experience creating detail oriented, clear, and concise documentation.
    Working knowledge of Microsoft Office Suite.

  • Benefits Offered

    Health insurance, Dental insurance, Vision insurance, Life insurance, Retirement plan, Paid time off

  • Position Start Date

    As soon as the candidate is able. Preferably in March 2026.

  • How to Apply

    Apply on this Indeed link: https://www.indeed.com/job/user-experience-and-library-services-coordinator-9fda434b2ec0689c

    Initial screening or correspondence will be via Indeed's communications system.

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