Established in 1998 Bloomsbury USA is a general interest publisher of adult and children’s books which has become known for both its high quality fiction and non-fiction for adults and children as well as its extensive Academic publishing from the world’s most recognized experts. This role will provide technical support to Bloomsbury customers and prospects across the range of Bloomsbury digital products, as well as provide technical skills and expertise to Bloomsbury technology projects.This is a varied technical role where the incumbent will be required to utilize a set of general technology-related skills to facilitate the installation, implementation, maintenance, education, and documentation of Bloomsbury enterprise systems, digital products, and technology projects.To be successful you will be able to apply analysis and problem-solving skills to issues and tasks, taking full ownership of managing these to resolution.Daily activities include liaising with other departments and customers, keeping systems owners and Project Managers abreast of developments, fully diagnosing problems submitted by end users, root cause analysis to identify underlying problems in systems or products, testing of new developments, and creating and maintaining documentation.Support of the Bloomsbury digital products will include assistance in deploying, customizing, integrating and analytics. This includes providing product explanations and some training on the services and tools the customer has purchased.Responsibilities- Respond to technical and service inquiries Investigate and troubleshoot issues - Monitor issues and incidents and identify underlying trends and repeating problems- Manage information flow - maintain a close working relationship with the Digital Publishing and Technology teams- Provide support to allow a seamless transition from previous product releases to new platforms - Ensure all inquiries and customer contacts are logged as they occur- Proactively provide written technical documents for customer-facing and internal systems- Participate in testing of software and systems releases- Participate in pre-sales and customer meetings, providing technical expertise and assurance- Support customers, prospects, suppliers and internal staff - Support system owners in managing and developing enterprise systems such as Salesforce, Dimensions and Biblio.- Provide technology leadership for internal and external projects as requiredData analysis, ETL and quality assurance responsibilities as required for core database applications (RDBMS and XML systems)- Attend conferences to provide support to sales, marketing, and customer base- Proactively communicate with customers to introduce new features and functionality and manage technical aspects of the accountsRequirements- Educated to degree level, ideally in a technology-related subject.- A broad range of experience supporting, designing, or developing digital technologies, especially relational databases, content management systems, and websites - Experience working with data schemas, structured and unstructured data formats, such as: XML, HTML, JSON, CSV- Proven track record participating in digital development projects- Able to write clear and succinct technical documentation- Prior publishing experience with a trade, academic and/or digital publisher an advantage- Good MS Office skillsLocationCandidates must be located in California, Washington, or Oregon.Equal Opportunity EmploymentBloomsbury Publishing USA is proud to be an equal-opportunity employer. Our company has always followed and will continue to follow, a policy of providing equal opportunity employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, sex, ethnicity, veteran status, or any other legally protected characteristic.We welcome and celebrate talent from all backgrounds and believe that diversity, equity, and inclusion are crucial elements to our success. We are dedicated to actively and continuously improving our practices to better support all of our employees. For more information about Bloomsbury’s diversity, equity, and inclusion initiatives, please see our Diversity, Equity & Inclusion Action Plan.