Digital Library Service Manager

California, United States
28 May 2019
End of advertisement period
28 Jul 2019
Contract Type
Full Time


Acts as a service manager for one or more services in support of discovery and access solutions developed in the libraries. Drive the prioritization and definition of user-driven development efforts and ensure a holistic approach to delivering sustainable technology-based services for library patrons. Work closely with other service managers, software engineering teams, and systems support teams in Digital Library Systems and Services to design, develop and deliver high quality services. Collaborate regularly with colleagues in Technical Services and Access Services to evaluate and analyze systems, workflows, and processes that enable effective, efficient management of library data and that support novel, innovative technologies for enhancing library resource discovery and access. Apply user centered approaches, such as service design techniques, to understand and improve the patron experience. 

Specify requirements and/or design solutions for business information systems and incorporate new technical systems to improve work-flow, production, efficiency and effectiveness. May serve as project lead.


  • Understand business processes and translate into system solutions.
  • Analyze new business requirements, assist with feasibility of enhancement requests, system functionality, current system use and user needs.
  • Elicit and gather business and systems requirements using interviews, surveys, job shadowing and other elicitation techniques. Analyze new business requirements, system functionality, current system use and user needs; specify functional designs, develop and document use cases and user stories, and work with developers and analysts to implement.
  • Specify functional analysis and design and work with developers and analysts to recommend solutions and resolve system issues
  • Review, research and evaluate software to determine its usefulness and appropriateness as related to existing or proposed business systems; assist or develop preliminary and detailed system design documentation.
  • Perform testing of new systems, upgrades and patching of existing systems; plan, conduct and document results of testing.
  • Develop instructional materials, training and job aids.
  • Advise users requiring assistance in solving complex problems or issues regarding management and business systems.
  • Analyze data and provide data sets to users for analysis. May include development of operational and analytical reports for end users.
  • Liaise with external vendors or partners in support of business systems, which may include system development, implementation and/or operations
  • Coordinate the implementation of new or modified business systems.
  • Act as service manager for one or more services, owning service roadmap for enhancements, prioritizing the backlog, developing cost model and chargeback models as appropriate, and acting as key stakeholder during development sprints.
  • Serve at main point of contact for service support and/or lead service team
  • Lead service rollout efforts, including development of marketing materials (microsites, blogs, presentations and demos).

* - Other duties may also be assigned.


Education & Experience:

Bachelor's degree and five years relevant experience or a combination of education and relevant experience.

Knowledge, Skills and Abilities:

  • Knowledge of, computer system capabilities, business processes, and work flow.
  • Experience with enterprise applications and understanding of database driven applications.
  • Strong understanding of the software development life cycle. 
  • Knowledge of principles and techniques used in conducting management studies and in systems analysis. 
  • Current knowledge of rapidly changing computer technology. 
  • Skill in conducting interviews and facilitating group meetings. 
  • Skill in developing and conducting training programs. 
  • Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs. 
  • Strong listening, negotiation and conflict resolution skills. 
  • Ability to design and document complex business systems. 
  • Proven problem solving and analytical thinking and ability to approach problems logically and systematically.

Other Relevant Knowledge, Skills and Abilities May Include:

  • Strong written and verbal communication skills

Physical Requirements*:

  • Constantly perform desk-based computer tasks. 
  • Frequently sit, grasp lightly/fine manipulation. 
  • Occasionally stand/walk, use a telephone.
  • Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Working Conditions:

  • Work extended hours.

Work Standards:

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations. 
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned. 
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University‚Äôs Administrative Guide,

Stanford is an equal employment opportunity and affirmative action employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Additional Information

  • Schedule: Full-time
  • Job Code: 4772
  • Employee Status: Regular
  • Grade: I