SaaS Operations Specialist

EBSCO Information Services (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, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. 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.Your OpportunityAs a SaaS Operations Specialistat EBSCO Information Services, you will be responsible for setting up and providing initial and ongoing support for EBSCO's suite of SaaS products, which include but are not limited to : EBSCO Discovery Service (EDS), Full Text Finder (FTF), OpenAthens (OA), and EBSCO Single Sign On (SSO). This role involves collaborating with internal teams, customers, and external partners to ensure seamless integration, configuration, and maintenance of our SaaS products, along with documenting procedures and best practices and assisting in training and additional team tasks.This remote position is U.S.-based only (excluding U.S. territories)What You'll DoCollaborate closely with SaaS Implementation Team members and the customer to obtain all necessary set-up informationSetup, configure, and integrate EBSCO's SaaS products / services, such as EBSCO Discovery Service (EDS), EBSCO Discovery Service (EDS) Catalog & IR, Full Text Finder (FTF), Holdings and Link Manager (HLM), OpenAthens (OA), Stacks, and Single Sign-On (SSO)Support Implementation Project Managers and / or Sales to provide guidance pertaining to EBSCO's SaaS products / services - tasks include but are not limited to pre-post sale conference call participationWork with aggregators, publishers, vendors, and partners to establish authentication and maintain relationsMaintain documentation on the SaaS Operations Team and associated support procedures, including but not limited to creating internal and external FAQ’s and maintaining aggregators, publishers, vendors, and partner documentationAdhere to best practices as defined by case-handling guidelinesUnderstand the technical environment, products serviced and systems used at EBSCO Industries, and by our customersServe as a technical escalation point for the Global Customer Support team and other customer-facing teamsYour Team : You will be welcomed as a member of the SaaS Operations team, a team of about 15 people, as well as a member of the broader global SaaS Implementations team of over 50 people. Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a enter the role title and your development and career growth at EIS.About You2 years’ experience supporting customers using web-based servicesExcellent time management, multi-tasking, and proven troubleshooting skillsStrong 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 partnersMust be resourceful and seek solutions through research, information gathering, and exercise sound business judgmentWhat sets you apart : Bachelor’s Degree in relevant fieldPrevious experience with EBSCO products and their administrative toolsProven ability to adjust quickly to shifting priorities and conditions. Coping effectively with complexity and change, while maintaining focus on priorities.Pay RangeUSD $58,990.00 - USD $84,270.00 / Yr.The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.EBSCO provides a generous benefits program including : -Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts-Retirement Savings Plan-Paid Parental Leave-Holidays and Paid Time Off (PTO)-Mentoring programAnd much more! Check it out here : We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.Not seeing the perfect job?Join the EBSCO talent community to receive updates on new opportunities that align with your skills and interests - register using the links below : Experienced Talent Community ()Early Career / Intern Talent CommunityLocation US-MA-IpswichID 2024-1633Category Product ManagementPosition Type Full-Time RegularRemote Yes

Salary : $58,990 - $84,270