EBSCO Information Services · 4 hours ago
SaaS Operations Specialist
United States
Full-time
Remote
Entry, Mid Level
2+ years expEBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform. As a SaaS Operations Specialist, you will set up and provide support for EBSCO's suite of SaaS products, collaborating with teams and partners to ensure seamless integration and maintenance.
Content CreatorsDatabaseSaaS
No H1B
Responsibilities
Collaborate closely with SaaS Implementation Team members and the customer 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 to provide 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 FAQ’s 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
Qualification
Required
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
Preferred
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
Company
EBSCO Information Services
At EBSCO Information Services, we hire great people and let them thrive.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Darby Kopp
Executive Vice President Corporate Strategy and Planning
Recent News
2025-12-05
Company data provided by crunchbase