Job description
Job Description
Ingram Content Group (ICG) is hiring for two Sr Systems Integration Specialists to contribute to our Library Services (ILS) team in LaVergne, TN just outside Nashville. We offer hybrid work schedules, however this person must live in the Greater Nashville area.
In this role you will perform and coordinate all aspects of the daily ongoing support associated with all ILS customers’ ordering system integration, Ingram Content Group system integration (e.g. EDI, grids, enriched data), and testing. Serves as first-tier contact for staff as it relates to product support, ordering, and integration. Works with IT department to support electronic and web-based products for ILS. Performs complex ordering system integration activities for ILS clients, communicating timelines and project plans during initial setup, subsequent setup, and/or migration, recommending solutions as necessary. Provides ongoing complex support for ILS customers post-account setup through maintenance requests, providing expertise, research, and resolution of systems related issues. Maintains a positive attitude and fosters a positive customer experience, while meeting or exceeding the customers’ expectations.
Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries, and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning.
Required Qualifications:
- Bachelor’s degree or directly related year-for-year experience
- 2 year of library or related industry experience
- 3 years of customer service experience
Preferred Skills:
- Knowledge of organization, operating procedures and policies of the company
- Knowledge of software and ability to demonstrate proficiency in and perform numerous tasks in software programs.
- Knowledge of all Integrated Library Systems, specifically acquisitions and authentication
- Knowledge of EDI including EDIFACT and X12, specifically orders, purchase order acknowledgements, advance shipping notices, and invoices.
- Technical aptitude to be able to grasp the many aspects of file formats, EDI transfers, and the download and upload of record files.
Key Responsibilities:
- Maintains and updates systems integrations for ILS accounts as requested by customers or internal stakeholders.
- Ensures accuracy of setup through use of complex quality control and test orders.
- Works with other ICG departments to ensure order accuracy, customer satisfaction, and successful project execution.
- Creates and assembles customized customer documents for systems integration specifications.
- Performs complex and detailed testing of new projects to ensure setup accuracy and customer satisfaction.
- Onboards library clients, ensuring client understanding of available and appropriate Ingram ordering options.
- Serves as the library’s primary contact, effectively communicating updates and changes regarding the client’s onboarding, integration, and system migration.
- Incorporates and communicates any process improvements and enhancements to integration plan that will benefit both Ingram and the library.
- Transitions library to the Sales team at conclusion of defined projects, and/or release accounts into production.
- Communicates and manages changes across the library and relevant stakeholders, like Sales and Tech Services.
- Understands library’s value-added services (VAS) and ordering needs.
- Supports customers with ipage including, complex grid/template setup, marc mapping and any ipage related questions/issues.
- Coordinates complex enriched and basic EDI setup with information provided by Sales and/or the customer by verifying information and partnership with Ingram Content Group IT..
- Works with customer to ensure enriched data elements are mapped correctly in Ingram and customer systems ensuring accurate cataloging and processing outputs.
- Maintains and tracks assigned projects, providing frequent updates for Sales and other stakeholders. (CRM).
- Ensures incoming customer questions are answered within 72 business hours of receipt.
Hiring Salary Range: $50,725k - $63,038k. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.
Additional Information
Perks/Benefits:
- A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
- 15 vacation days & 12 sick days accrued annually and 3 personal days
- 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more
- Wellness program with access to onsite gym and basketball court for associates
- Encouraged continued education with our tuition reimbursement program
- Financial and in-kind opportunities to engage with non-profits in your community
- Company match program for United Way donations
- Volunteer opportunities and in-kind drives for non-profits throughout the year
- Take breaks or brainstorm in our game room with ping pong & foosball
- Casual Dress Code
The world is reading, and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
- EOE-Race/Gender/Veterans/Disabled
- We participate in EVerify.
- EEO Poster in English
- EEO Poster in Spanish
