Product & Services Analyst

at  OCLC

You have a life. We like that about you.
At OCLC, we believe you’ll do the best work of your life when you’re living the best life possible.
We work hard to build the technology that connects thousands of today’s libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life- not a substitute for one.
Technology with a Purpose. OCLC supports thousands of libraries in making information more accessible and more useful to people around the world. OCLC provides shared technology services, original research and community programs that help libraries meet the ever-evolving needs of their users, institutions, and communities. With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries.
The Job Details are as follows:
Manage order processing and renewals for OCLC products and services within the Cataloging and Metadata and Interlibrary Loan lines of business. Work with cross-functional teams (Finance, Product Managers, Sales, Implementation, etc) to confirm and complete orders. Position is responsible for billing and configuring accounts for new service access.

Responsibilities

• Manage product and service order processing. This activity includes the following:Interact with Regional Sales, Product Managers, Finance staff to ensure timely and accurate order completion with correct product billing.
• Coordinating user needs with product and service delivery. Act as a system consultant in advising other divisions with potential sales.
• Identify, investigate, and resolve product and service problems. Actively participate in planning the implementation of new products and services.
• Create, analyze, maintain and distribute reports based on order, user and product data. These reports may be focused internally or externally. The majority of these reports are adhoc queries using the query management tools.
• Maintain expertise in many OCLC products and services, supporting technologies, and continuous improvement opportunities.

Qualifications

• Position requires a Bachelor’s degree in a business discipline or an equivalent academic/work experience combination.
• Experience providing order-processing support in a customer service environment. Experience with OCLC products and services a plus.
• Very good knowledge of supporting infrastructure in ordering environments, including web based technologies and e-business practices.
• Position requires excellent and independent problem solving and communication skills to effectively interface with all levels of the user community, third parties and OCLC staff.
• Incumbent must be able to effectively handle high stress situations with tact and diplomacy.
• Attention to detail and accuracy.

Working Conditions: Normal office environment.
ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

• Manage product and service order processing. This activity includes the following:Interact with Regional Sales, Product Managers, Finance staff to ensure timely and accurate order completion with correct product billing.
• Coordinating user needs with product and service delivery. Act as a system consultant in advising other divisions with potential sales.
• Identify, investigate, and resolve product and service problems. Actively participate in planning the implementation of new products and services.
• Create, analyze, maintain and distribute reports based on order, user and product data. These reports may be focused internally or externally. The majority of these reports are adhoc queries using the query management tools.
• Maintain expertise in many OCLC products and services, supporting technologies, and continuous improvement opportunities