Library Information Associate, Senior -- University of Arizona -- Tucson, AZ

Title: Library Information Associate, Senior
Department: Libraries - Access & Information Services (1704)
Location: Main Campus
Position Posting:

Position Summary:
The Library Information Associate, Senior works in collaboration and provides leadership in the coordination and enhancement of Library’s public service desks, specifically in the areas related to Reference & Information Services. The incumbent provides co-leadership in the design, implementation, and management of all AIS training and eLearning content, utilizing specialized software to create online learning objects and assisting with overall assessment of the eLearning program. The incumbent regularly attends and participates in conferences or user group meetings bringing back information for department environmental scanning and strategic planning processes; provides analysis support of a wide variety of data to management and makes recommendations for process improvements to improve customer and workflow efficiencies. This includes collaborating with the Reference Team on developing all types of training content for student training, aiding in the optimization of public services, providing feedback to desk staff regarding their coordination of student employees, and independently addressing both difficult customer interactions and student employee concerns. Provides courteous customer service, information, reference and technology assistance.

This position works in an environment where department members are located in five libraries across campus: Main, Science-Engineering, Special Collections, Fine Arts and Health Sciences working 24/5 and weekends for the purpose of supporting the education and research needs of customers and for promoting a safe and secure learning environment in the various libraries. The incumbent supports the library in its mission and vision in providing excellent customer service, and by serving on library-wide projects, and by improving student awareness of the suite of services and resources offered by the library through participation in campus public programming, student education and success events. As customers’ needs change, the assignments, work and hours may change.

Visit the University Libraries website to learn more about us.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state retirement plan; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

  • Provides leadership for the AIS training program by planning, coordinating, designing and implementing all AIS eLearning, utilizing specialized instructional/training software. The incumbent will design, implement and manage the AIS CMS and all related eLearning content, and work with Library Analyst(s) and senior leadership on the assessment of the training program(s). This also includes assisting with employee competency and training development.
  • Supports AIS strategic planning activities by keeping abreast of trends specifically related to Reference & Information Service Desk support. This also involves assisting with department data collection and analysis to demonstrate the quality of our work and continually improve customer access.
  • Provides oversight while working at various public service desks (Main Information Commons, Main Information Desk, Science, Special Collections and/or Health Sciences). This includes providing customers with reference, technology, and circulation assistance (in-person and online via chat, SMS and email). This position provides leadership including solving problems and making non-routine decisions using sound judgement, following through to solve public desk issues.
  • Ensures safety of library customers, employees, and security of library materials through application of library and University policies and procedures.
  • Through the provision of excellent customer service, develops and fosters excellent relations with faculty, students and the broader campus community.
  • Facilitates meetings, makes presentations as needed, and participates in data based decision making.
  • Utilizes specialized software (quantitative and qualitative analysis) to assist with the collection, organization, compilation and assessment of customer data related to Reference & Information Services to demonstrate quality of work (meeting established metrics) and to continually improve customer access.
  • Creates, maintains and updates documentation of work processes.
  • The UA Libraries support the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students. The candidate is expected to support diversity and inclusiveness efforts in the department and college.
  • Other duties as assigned.

Knowledge, Skills, & Abilities:

  • Excellent communication skills, both written and verbal.
  • Excellent interpersonal skills, including ability to develop and maintain good working relationships using tact, discretion and good judgement.
  • Ability to work autonomously with minimal supervision in a fast-paced/ multi-tasking environment, responding positively to unanticipated changes while exhibiting follow through and flexibility.
  • Solid analytical and problem-solving skills. This involves the ability to work proactively and constructively to identify, define and solve problems with customers and colleagues within the unit and library-wide.
  • Excellent initiative, organizational and time management skills.
  • Customer service skills, including the ability to work with diverse people and serve a diverse population, as well as taking a proactive approach to meeting customer needs, and initiating effective interventions that result in customer satisfaction.
  • High degree of computer/digital fluency (hardware and software), especially related to the use of instructional/training software, and the ability to work collaboratively on the design, development, delivery, assessment and continuous improvement of training modules. This includes demonstrated use of Microsoft Outlook and Office Suite (current version) as well as familiarity with library technology, including demonstrated skills in troubleshooting hardware, software and equipment, and ability to acquire new technology skills (e.g., Virtual Reality, 3D or other makerspace technology).
  • Skill in facilitating meetings and delivering presentations.
  • Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
  • Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.

Minimum Qualifications:

  • Demonstrated leadership skills, including evidence of the ability to use good judgment.
  • Experience creating online learning objects with eLearning software such as Articulate Storyline, Adobe Presenter, or other e-learning software.
  • Experience working with a Course Management System (CMS), preferably Desire2Learn as well as screen casting and other web-based presentation software.
  • Experience creating effective training documentation, conducting training, and evaluating individuals based on established work expectations, including providing feedback to both students and full-time employees.
  • Experience providing public and reference services (in-person and virtual), utilizing the reference interview process to determine customer need, in an academic, research or large public library. This involves understanding the research and references process as well as a broad understanding of various types of reference sources (e.g., library catalog, indexes, web-scale discovery services, search engines, virtual and print resources) and their appropriate uses, including understanding the differences between primary and secondary resources.

Arizona Board of Regents Minimum Qualifications:

  • Bachelor’s degree AND three years progressively responsible library experience;
  • OR seven years progressively responsible library, information center or related work experience;
  • OR, any equivalent combination of experience, training and/or education approved by Human Resources.

Preferred Qualifications:

  • Experience searching integrated Library Services and Discovery Platforms including record interpretation, preferably Ex Libris Alma and Primo.
  • Process Improvement, Cost and Systems Analysis, and Project Management skills and experience.
  • Experience gathering and analyzing internal and external data (both qualitative and quantitative) and knowledge of advanced data collection and information research methods, including the knowledge of specialized data analysis software (e.g., NVivo, SPSS, LibAnalytics, Excel and Qualtrics).
  • Experience working in an academic library.

Full Time/Part Time:
Full Time

Number of Hours Worked per Week:

Job Category:
Administrative and Professional

Benefits Eligible:
Yes - Full Benefits


Posted Rate of Pay
$37,000 - $41,000

Type of criminal background check required:
Name-based criminal background check (non-security sensitive)

Posting Detail Information

Posting Number: S26730
Number of Vacancies: One

Limited to Current UA Employees

Contact Information for Candidates:
Krissandra McNeill

Open Date

Review Begins On

Open Until Filled

Special Instructions to Applicant:
In your cover letter, please describe how your qualifications and experience are a good fit for this position.

Diversity Statement:
At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Where did you first learn about this position?
    • Arizona Daily Star
    • Arizona Republic
    • Chronicle of Higher Education
    • Department of Economic Security (DES)
    • Diverse Issues in Higher Education
    • Hispanic Outlook in Higher Education
    • Jobing.Com
    • LinkedIn
    • Local Job Banks
    • Pima County One-Stop
    • Professional Conference
    • Professional journal/publication
    • Referred by UA Employee
    • Invited by Dept to Apply
    • UA Website
    • Other
  2. * Do you have a Bachelor's degree AND three years related library experience; OR seven years related library experience; OR, any equivalent combination of experience, training and/or education?
    • Yes
    • No
  3. * Please be specific and describe your customer service experience, including experience with reference resources and your subject knowledge in Fine Arts, Music, Health Sciences, Science-Engineering, Special Collections and Archives.
    (Open Ended Question)
  4. * Provide a specific example demonstrating your experience providing reference assistance (including knowledge of reference resources, research methods, and use of library services platforms such as Ex Libris Alma/Primo)
    (Open Ended Question)
  5. * This position handles code of conduct violations that requires enforcing University policies, handling inappropriate behavior and reporting violations to campus police. Provide a specific example of how you have handled a distressed customer in this type of environment.
    (Open Ended Question)
  6. * Describe your experience working with a Course Management System (CMS) and web-based presentation software.
    (Open Ended Question)

Documents Needed to Apply
Required Documents

  1. Cover Letter
  2. Curriculum Vitae
Member Job Posting: