Library Systems Integration Specialist

Description

About Follett Content Solutions

Follett Content Solutions is the largest provider of educational materials to PreK-12 libraries, classrooms, learning centers, and school districts in the United States, and a major supplier to educational institutions worldwide. With a legacy dating back to 1873, Follett Content distributes books, eBooks, Makerspace and hands-on learning materials, and audiovisual and digital resources through Titlewave®, the most powerful online collection development and curriculum support tool for librarians and educators. Working with more than 6,000 publishers and offering a vast inventory of over 370,000 in-stock print titles, Follett Content helps unlock potential in more than 45 million students worldwide. Building on its deep roots in PreK-12 education, Follett Content is now expanding its commitment to public libraries — broadening its reach to serve communities of all kinds and bringing its trusted expertise in collection development to new audiences.

This position is an Exempt, Full-Time position located in McHenry, IL. The pay range for this position is $80,000 -$90,000 annually. We offer a [hybrid / on-site work schedule [with Monday, Tuesday & Thursdays in the office (days) and Wednesday, Friday remote days. We will consider remote for the right candidate. We offer an array of benefits, to see those benefits click here.

Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate’s qualifications, experience, education, skill, training, certifications or seniority.

Position Summary

The Library Systems Integration Specialist is the primary technical point of contact for public library customers as they connect their integrated library system (ILS) to Follett Content Solutions. This role owns the integration onboarding of each assigned library — configuring and testing electronic ordering, purchase order acknowledgments, and invoicing (EDI X12 and EDIFACT), along with MARC record delivery — from initial setup through go-live and ongoing account support, with the goal of getting materials onto library shelves quickly and accurately.

Working alongside the Service Desk team, this position is the customer-facing bridge between libraries, their ILS vendors, Customer Success Managers, EDI Specialists, and the IT Engineering and Development teams. The role translates library business needs into clear technical requirements, determines the right configuration approach for each account, manages escalated issues through to resolution, and keeps customers and internal leaders informed throughout. Success is measured by smooth onboarding, reliable order and invoice flow, clean record loads, and strong, lasting customer relationships.

Key Responsibilities

ILS & EDI Integration Onboarding

• Lead the onboarding of new public library accounts for electronic ordering and invoicing, gathering and validating SAN numbers, vendor codes, fund codes, and account profile settings.
• Assess each library’s ILS platform, acquisitions workflow, and requirements, and determine the appropriate configuration for EDI ordering, acknowledgment, and invoice transmission.
• Configure, test, and validate order and invoice transmissions with customers and their ILS providers, and confirm each account is ready for go-live.
• Set up MARC record delivery and resolve record-load issues such as duplicates, overlays, missing holdings, and incorrect item fields.

Customer & Account Management

• Serve as the primary technical contact for assigned public library accounts, responding to complex inquiries from customers, ILS vendor support teams, and Customer Success Managers by phone, email, and ticket.
• Own escalated customer issues end to end — diagnosing root cause, engaging the right FCS resources and ILS vendor contacts, and guiding each issue to a final, satisfactory resolution.
• Report the progress and status of open issues and onboarding projects to customers and management on a regular basis, and provide account performance and call reports as needed.
• Build and maintain strong, positive relationships with library staff and ILS vendor partners that support customer satisfaction and the company’s goals.

Cross-Functional Liaison & Continuous Improvement

• Act as the liaison between customers and the IT Engineering and Development teams, translating library business needs into clear, documented technical requirements.
• Identify and leverage FCS resources and individuals to improve the quality, efficiency, and effectiveness of FCS solutions and responses to customer needs.
• Share customer feedback and recurring issues with internal teams and recommend improvements to products, processes, and workflows.

Training, Documentation & Knowledge Sharing

• Train new library customers on the Follett order, acknowledgment, and invoice process flow and related ILS workflows.
• Write and maintain how-to guides and knowledge base articles for internal staff and library customers.
• Document resolution processes for escalated issues and serve as a subject-matter resource for other support areas.
• Train and mentor Service Desk and other support personnel on ILS, EDI, and MARC topics as required.

Requirements

Required

• Bachelor’s degree or equivalent combination of education and experience.
• 7+ years of experience working with major ILS vendor applications (e.g., Polaris, Sierra, Symphony, Koha, or Evergreen), ideally supporting acquisitions and cataloging workflows.
• Intermediate to advanced knowledge of EDI formats (ANSI X12 and EDIFACT) — including orders, purchase order acknowledgments, and invoices — and of MARC cataloging records.
• Strong business and technical communication skills, written and verbal, with the polish to explain technical issues clearly to library staff, ILS vendors, and internal teams.
• Excellent problem-solving and organizational skills, with the ability to manage multiple accounts and priorities independently or in a team environment.

Preferred

• Master of Library and Information Science (MLIS) or a background in library technical services (acquisitions or cataloging).
• Experience in a vendor-side implementation, account management, or Tier III technical support role serving public libraries.
• Familiarity with MARC editing tools (e.g., MarcEdit), ticketing systems, and knowledge base platforms.

Core Competencies

• Customer Focus — Builds trusted relationships with library customers and keeps their goals at the center of every interaction.
• Technical Problem Solving — Diagnoses complex integration and data issues methodically and drives them to root-cause resolution.
• Communication & Translation — Explains technical concepts in clear, polished language for library staff, vendors, and internal teams alike.
• Ownership & Accountability — Takes responsibility for onboarding and escalations from start to finish, following through on commitments.
• Collaboration — Works effectively across Service Desk, Customer Success, EDI, and Development to deliver for the customer.
• Leadership & Organization — Manages competing priorities, mentors peers, and shares knowledge to strengthen the team.

Closing

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, without regard to race, color, religion, national origin, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law. As an Equal Opportunity Employer, we are committed to providing reasonable accommodations to job applicants with disabilities. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email or phone.

? Email: Send request to fcshr@follettcontent.com

? Phone: Request assistance by calling 800.773.7010 x45130

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