Aluka is an initiative of Ithaka, a not-for-profit organization dedicated to accelerating the adoption of productive and efficient uses of information technologies for the benefit of worldwide higher education.  Aluka’s mission is to create a sustainable digital library of scholarly resources from and about the developing world, beginning in Africa, as an aid for research and teaching worldwide.

Aluka is seeking an energetic professional to take on the role of User Support and Outreach Associate.  This is a new position that will be responsible for providing user support for the initial launch of Aluka’s digital library, which is targeted primarily at a higher education audience both in the US and around the world.  The role of the user support team is to establish access for new participating institutions, provide direct user support, conduct outreach, contribute to the development of the user interface, and ensure the quality and usability of the Aluka site.  The position will report to Aluka’s Usability Specialist. 

Duties and Responsibilities

• Respond to a wide range of user support queries via email and telephone. Monitor user feedback to target areas for improvement to services and the Aluka system.
• Work closely with Aluka staff to build a scalable infrastructure that will provide highly responsive user support for Aluka. Assume overall responsibility for the establishment and consistent application of high-quality service standards for user support responsibilities and activities.
• Participate in the planning of projects affecting the delivery of content and services to Aluka users. Create and execute support and outreach rollout plans for interface developments, content releases, and new services that will affect the Aluka user community
• Identify and implement appropriate tools and technology as needed to successfully carry out user support tasks and services. Develop and disseminate metrics that measure the effectiveness of activities and demonstrate the value of services.
• Assist in the preparation of annual support and outreach goals, staffing and materials plans, and corresponding budget.
• Assist with planning of programs and events for participating institutions and organizations. Assist Aluka participating institutions with the promotion of Aluka among faculty/staff and students.
• Assist with development of educational and support materials for Aluka participating institutions. Coordinate the language translation of materials on the Aluka website.
• Represent Aluka and Aluka User Services to other organizations and projects affiliated with Aluka.

Qualifications

• Bachelor’s degree required. Masters in Library and Information Science from an ALA-accredited institution, or equivalent combination of education and relevant experience would be a plus.
• User service experience in technological and user-centric environments. Supervisory experience would be a plus.
• Enthusiasm for education and customer service.
• Demonstrated training and outreach experience.
• Superior presentation and written communication skills.
• Proficiency with the use of online databases and search engines.  Experience with customer relations management software a plus.
• Ability to set priorities and meet deadlines, with strong attention to detail.
• Able to travel on overnight trips several times a year. Possibility of both domestic and international travel.
• Fluency in English is required; Fluency in French, Portuguese, and/or Spanish is desirable.