Hiring: Customer Account Specialist, FOLIO Company: EBSCO Information Services Location: United States Job Posted Time: 2026-09-16 17:21:05 Employment Type: Remote About the job Experience: •5+ years of experience serving as a systems librarian, ILS administrator, library systems administrator, or equivalent, with responsibility for supporting the operational and technical needs of library staff. Required Skills: •Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions. •Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests. •Partner cross-functionally with other internal organizations to communicate, prioritize, and advocate on behalf of customers. •Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs). •Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis. •Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs. •Communicate and present library and technical concepts to non-technical professionals. •Adjust quickly and effectively to changing priorities and conditions of varied complexity. Qualifications: •Demonstrated capacity to work directly with library staff to understand operational needs, troubleshoot system behavior, and translate library workflows into effective system solutions. •Strong working knowledge of ILS configuration, workflows, troubleshooting, and system administration, with the ability to investigate complex issues and identify appropriate solutions. •Willingness to submit to and clear a Public Trust background check. •Operational familiarity with EBSCO products, FOLIO, APIs, integrations, authentication, data exchange, and other technologies commonly used to connect library systems and services. •Technical knowledge of EBSCO products and API services •Master’s degree in Library Science or Information Systems, with experience as a systems librarian, data scientist, or similar role. •Current Public Trust Background Check Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!