Career Opportunities: Ops Process Improvement Specialist (23035)

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Your Opportunity

The mission of the Ops Process Improvement Specialist is to ensure data reliability, completeness, and consistency of the content within EBSCO’s Global Knowledge Base (GKB). Responsibilities include training new team members as well as providing professional feedback and continuous training to the on and off-shore E-Content Specialist. This role also requires open communication with Management to determine business impact level for data quality errors and ensure guidelines and thresholds are being followed and met.

This remote position is U.S.-based only (excluding U.S. territories).

What You’ll Do

• Audit a random sample of completed tasks each week and alert appropriate personnel, via corrections, when issues are identified so that corrective measures can be taken
• Engage actively in the 3-month training program designed for new team members to ensure comprehensive understanding of processes and standards
• Create and distribute individual quality reports to each E-Content Specialist to effectively communicate repeat user issues on a monthly or more frequent basis
• Run data queries and analyze data within the GKB to establish quality metrics while identifying areas of deficiency
• Research and determine scope and complexity of issues, reporting data analysis findings to management
• Collaborate with management to identify areas for continuous improvement
• Regularly review and update training materials to keep them current and relevant
• Participate and contribute in team wide initiatives related to the quality of the GKB as needed

Your Team

You will be welcomed as a member of the Global Knowledge Base Team and the larger Product Management organization. Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as an Ops Process Improvement Specialist and your development and career growth at EIS.

About You:

• 2+ years working in information management, product management, product owner, business/data analyst, corporate training, or similar.
• Intermediate/Advanced skills - Excel, Access, and PowerPoint with concentration on creating spreadsheets, manipulating data, utilizing formulas, pivot tables, analyzing data, spotting trends, and drawing conclusions

What sets you apart:

• Exceptional analytical and problem-solving skills
• Previous Experience analyzing data to identify and interpret trends or patterns in complex data sets
• Experience in performing root cause analysis on data quality issues
• Experience with Microsoft SQL Server
• 2+ years of corporate training
• Master of Library and Information Science (MLIS)

Our Offer to You

Target Annual Compensation Range: $58,656 - $67,170

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. 

EBSCO provides a generous benefits program including  

• Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts  
• Retirement Savings Plan  
• Paid Parental Leave 
• Holidays and Paid Time Off (PTO) 
• Mentoring program 
• And much more! Check it out here: https://www.ebsco.com/about/benefits 

We work hard to embrace diversity, equity, and inclusion and encourage everyone at EBSCO to bring their authentic selves to work every day.  We have a wide representation of employee resource groups.  To learn more, visit https://www.ebsco.com/about/diversity-equity-inclusion 

The EBSCO Way 

At EBSCO, our culture is defined by ten guiding principles. We put our customers first, and we're always looking for ways to innovate and improve. We make decisions based on facts, communicate openly, and hold ourselves accountable for results. Trust, respect, and care for each other are essential to how we work. Every day, our actions and teamwork shape who we are as a company. To learn more about our culture, visit https://www.ebsco.com/about/culture.    

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.