Library Services Professional III, Billing and Data (Updated)

Please note: The Special Instructions to Applicants section has been updated to include specific instructions regarding the information applicants should address in their cover letter.

The University of Arizona Libraries are enterprising partners in advancing the University's priorities by promoting inquiry, creative endeavor, scholarly communication, and lifelong learning. Serving as an intellectual crossroads of the University, the Libraries support innovative interdisciplinary research and scholarship while providing resources and services that enrich both the Arizona community and a global academic audience.

The University of Arizona Libraries' Access and Information Services (AIS) invites you to apply for the role of Library Services Professional (LSP). In this position, you will play a key role in providing support to the Library Services Manager by providing leadership for the circulation and billing programs, including data analysis and reporting efforts within the department, with a primary focus on fulfillment, general data collection coordination, and user management through the Alma/Primo library services platform. You will also respond to and negotiate complex billing and circulation issues and help secure Personally Identifiable Information (PII).

You will provide circulation and billing support and feedback to staff and students working at the frontline service desks and supervise two or more staff members who oversee departmental data-related work. In addition, you will oversee daily frontline circulation and billing inquiries submitted through an online ticketing system and ensure adherence to library and university policies and procedures. This role offers the opportunity to support the development and implementation of staffing models and training content, follow up on incidents impacting daily operations, and may serve on both departmental and library-wide projects and assignments.

Work Schedule: Sundays 8:45 a.m. to 5:45 p.m. and Monday through Thursday 9:00 a.m. to 6:00 p.m.

Employees will work a shift on their assigned days of the week, which may include either opening or closing responsibilities. Due to potential changes in building operating
hours, all AIS staff are considered backups for closing the Libraries.

The first review of applications will begin on August 25, 2026. Applications will be accepted until the position is filled.

Visa sponsorship is not available for this position.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Billing Support; Department Leadership:

• Acts as the lead for circulation, department-wide data analysis, billing, and PII processes, providing training and coordinating implementation to ensure consistency across department units and campus libraries. This includes assessment and benchmarking for policy and procedure changes and other departmental needs, as well as data collection, analysis, and reporting.
• Provides billing and circulation support and training for library staff, part-time student employees, and library customers.
• Directs the work of other staff who support billing and circulation.
• Represents the Libraries or the department in University, library-wide, and departmental meetings and training sessions, as appropriate.
• Serves as a member of the department leadership group that collaboratively reviews and implements changes in team structure, ensuring that policies and work expectations efficiently and effectively accomplish AIS and Libraries objectives.

Department-wide Data
Analysis:

• Efficiently manages departmental environmental scanning, data collection, and analysis.
• Serves as a liaison between AIS units to facilitate the coordination of assessment activities and participates in fostering a community of practice related to assessment.

Supervision:

• Supervises and directs the work of two or more full-time staff members and manages other staff, student workers, and temporary employees as needed within the department's Circulation and Billing Unit. This includes hiring, onboarding, training, and ongoing performance management.
• Provides mentoring and coaching to staff to create an environment in which goals can be achieved and career development is fostered.

Ask Us/Service Site; Customer Service; Library
Opening:

• Provides customers with reference, technology, and circulation assistance (in person, online via chat, phone, and email), including locating library information, resources, materials, and services.
• Negotiates overdue accounts and answers billing and collections questions.
• Troubleshoots software, computers, laptops, projectors, and other emerging technologies.
• Directs the work of student employees who assist with these services.
• Serves as a liaison with the information technology department supporting the Libraries, as needed, to resolve library equipment problems.

Meetings, Email, Professional Development:

• Facilitates meetings, makes presentations as needed, and participates in data-based decision-making. This includes the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.

Knowledge,
Skills, and Abilities (KSAs):

• Skill in the application of supervisory practices, principles, and techniques.
• Ability to create training documentation that meets desired outcomes.
• Leadership skills, including evidence of excellent initiative, organization, and time management skills.
• High degree of computer and digital fluency.
• Ability to keep abreast of emerging standards by monitoring trends.
• Knowledge of library reference resources and their appropriate use, including an understanding of the difference between primary and secondary resources.
• Excellent customer service skills, including the ability to collaborate with peers to meet customers' needs and ensure customer satisfaction.
• Ability to understand and apply policies and procedures, including the ability to resolve situations and enforce policies using conflict resolution skills.
• Ability to handle difficult customer interactions.
• Ability to maintain the appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
• Excellent observation skills and a high level of attention to detail.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to perform duties independently under general supervision.
• Good judgment and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
• Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives.
• Ability
  to demonstrate a positive attitude and strong demonstration of UA
  Libraries' Values.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Master's degree required.
• Minimum of 3 years of relevant work experience required in addition to
  education requirement.

• Experience gathering and analyzing internal and external data (qualitative and quantitative).
  
• At least one year of supervisory experience, including hiring, onboarding, scheduling, training, performance management, and payroll approval.
  
• Extensive experience searching and extracting data from integrated library systems and record interpretation (e.g., Ex Libris Alma/Primo).
  
• Experience managing the daily operations of a billing work unit, including negotiating skills.
  
• Experience with process improvement, project management, cost and systems thinking and analysis, including depth of skill in multiple library systems and the ability to assess and compare the capabilities of competing products and designs.
  
• Experience leading the selection of and maintaining relationships with outside vendors and organizations.
  
• Experience responding to customer inquiries using automated systems (e.g., LibApps/Springshare and ServiceNow).
  
• Experience maintaining an intranet using platforms such as SharePoint.
  
• Experience with issues pertaining to circulation and library Code of Conduct procedures.
  
• Experience providing reference assistance utilizing various research methodologies and online databases.
  
• Experience with Microsoft Office applications (Word, PowerPoint, Excel, and Outlook).
  
• Experience using Artificial Intelligence to assist with data analysis.
  
• Experience with data visualization and presentation through the creation of infographics.
  
• Experience using Artificial Intelligence to improve workflows and embed functionality into existing services.
  
• Experience protecting Personally Identifiable Information (PII).

This position requires the ability to download raw data from a large database/system, manipulate this data using Excel, and pull together summaries, including charts and graphs, into reports that tell a story.

In your cover letter, please describe your experience doing this, including using systems such as Alma (e.g., Library Services Platform or other large databases) as a data source, as well as anything else you would like us to consider.