SaaS Operations Specialist

Your Opportunity as a SaaS Operations Specialist at EBSCO Information Services

As a SaaS Operations Specialist at EBSCO Information Services, you will be responsible for setting up and providing initial and ongoing support for EBSCO's suite of SaaS products. This includes, but is not limited to: EBSCO Discovery Service (EDS), Full Text Finder (FTF), OpenAthens (OA), and EBSCO Single Sign On (SSO). This role involves collaborating with internal teams, customers, and external partners to ensure seamless integration, configuration, and maintenance of our SaaS products. Additionally, you will document procedures and best practices and assist in training and additional team tasks.

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

What You'll Do

• Collaborate closely with SaaS Implementation Team members and customers to obtain all necessary set-up information.
• Setup, configure, and integrate EBSCO's SaaS products/services, such as EBSCO Discovery Service (EDS), EBSCO Discovery Service (EDS) Catalog & IR, Full Text Finder (FTF), Holdings and Link Manager (HLM), OpenAthens (OA), Stacks, and Single Sign-On (SSO).
• Support Implementation Project Managers and/or Sales by providing guidance pertaining to EBSCO's SaaS products/services; tasks include but are not limited to pre-post sale conference call participation.
• Work with aggregators, publishers, vendors, and partners to establish authentication and maintain relations.
• Maintain documentation on the SaaS Operations Team and associated support procedures, including but not limited to creating internal and external FAQs and maintaining aggregators, publishers, vendors, and partner documentation.
• Adhere to best practices as defined by case-handling guidelines.
• Understand the technical environment, products serviced and systems used at EBSCO Industries, and by our customers.
• Serve as a technical escalation point for the Global Customer Support team and other customer-facing teams.

Your Team

You will be welcomed as a member of the SaaS Operations team, a team of about 15 people, as well as a member of the broader global SaaS Implementations team of over 50 people. 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 a SaaS Operations Specialist and your development and career growth at EIS.

About You

• 2+ years’ experience supporting customers using web-based services.
• Hands-on experience supporting SSO and federated authentication integrations, including working knowledge of IdP/SP configurations, metadata exchange, and troubleshooting access issues across multiple systems.
• Excellent time management, multi-tasking, and proven troubleshooting skills.
• Strong interpersonal skills. Must demonstrate a proven track record of collaborating in a team environment and examples of the ability to build strong working relationships with both internal and external partners.

What Sets You Apart

• Bachelor’s Degree in a relevant field.
• Previous experience with EBSCO products and their administrative tools.
• Proven ability to adjust quickly to shifting priorities and conditions. Coping effectively with complexity and change, while maintaining focus on priorities.
• Must be resourceful and seek solutions through research, information gathering, and exercise sound business judgment.

Key skills/competency

• SaaS operations
• SSO integration
• Federated authentication
• IdP/SP configuration
• Troubleshooting
• Web-based services
• Customer support
• Documentation management
• Time management
• Cross-functional collaboration