Customer Training Specialist, Folio

EBSCO International is the international operations group of EBSCO Information Services (EIS). 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, Massachusetts, USA, EIS employs more than 2,700 people worldwide. 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.

EBSCO FOLIO Services support a vibrant community-enabled ecosystem of innovation, openness and choice with solutions that combine the open source FOLIO Library Services Platform with EBSCO Data Services, and Professional Services.

The FOLIO Training Specialist is a new, specialized position within EBSCO’s global Customer Training Services team. Each Training Specialist develops and delivers customer education and optimization opportunities for EBSCO products, services, and enhancements. This includes the creation and maintenance of customer-facing video content, as well as delivery of live, online and onsite training for customers. As a FOLIO Training Specialist, these activities will focus on FOLIO Apps, services and integrations both during and after customers complete implementation.

**Responsibilities**:

- Design optimal standard FOLIO training framework and curriculum to ensure appropriate library staff gain the knowledge they need to successfully adopt FOLIO, both during and after implementation in different languages such as English, Portuguese and Spanish.
- Collaborate with FOLIO Implementation Consultants during each customer’s implementation to deliver high quality training at ideal milestones
- Arrange, research, customize and conduct live (synchronous), online and onsite training for customers on all aspects of FOLIO and related services
- Identify desired customer learning objectives and outcomes, based on customer/stakeholder needs assessments
- Develop and maintain quality documentation, branded educational videos and guided learning paths for FOLIO Apps and services.
- Record and edit video and audio content
- Engage with internal and external stakeholders
- Respond to all assigned incoming training requests
- Track and report on all customer activities
- Maintain in-depth product knowledge, including understanding of future enhancements
- Advocate on behalf of customers, providing suggestions and feedback regarding product enhancements and improvements in order to improve product quality

Required Qualifications:

- 2+ years of training delivery experience
- Excellent written and verbal communication skills in **English, Portuguese, and Spanish**:

- Technical acumen - for development of in-depth technical product knowledge and video production
- Must be able to travel between 25%-50% of the time.

Preferred Qualifications:

- Located in Brazil preferred
- Bachelor’s degree or higher
- Master’s degree in Library Science or Information Systems
- Experience with Integrated Library Systems / Library Services Platforms
- Prior experience administering or demonstrating EBSCO products
- Experience developing eLearning video content using Camtasia or other similar programs
- Understanding of instructional design and evaluation methodologies
- Experience working as a systems librarian or in a similar role
- Electronic resource management experience
- Project management experience
- Experience hosting live sessions via Zoom, Teams, WebEx or other web conferencing tools