Role | Who owns this role? | What are the core responsibilities? |
Tier 0 (Archivists as staff users) | Archivists in each repository | |
Tier 1A (Archivists as super users) | Archivists in each repository | - Provide support to end users (patrons) and report unresolved issues to Core Services
- Assist with the development of help articles in collaboration with the Product Owner
- Perform some configuration changes such as closure hours, announcements, and revisions to email template text
- Manage permissions for staff users and reset passwords
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Tier 1B (LTDS Service Desk) | LTDS Service desk led by Jack Scott | - Triage and assign unresolved requests to appropriate Tier 2 support group
- Perform new user client installation
- Resolve issues related to printer configuration
- Resolve issues related to client connectivity configurations (such as preferred database connections)
- Manage and maintain client/database installation files
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Tier 2 Support Team | Core Services Application Support Team and Middleware led by Alex Cooper | - Investigate and resolve issues not resolved by Tier 0 or Tier 1 support, including emergent needs when Tier 0 or Tier 1 support is not available
- Investigate and escalate issues where needed, including submitting support tickets to the vendor for issues that cannot be resolved locally and serving as a liaison between archivists/end users and the vendor
- Implement configuration changes or additions as approved by product owner
- Implement some webpage changes as approved by product owner
- Generate custom reports as requested by archivists
- Monitor SSL/db errors and report to vendor as needed
- Resolve issues related to external (non-Emory) integrations
- Maintenance of the custom integration from Alma to Aeon
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Tier 3 Support Team | LTDS Software Engineering Team led by Collin Brittle | - Implement more extensive webpage changes as approved by product owner
- Resolve issues related to integrations with Emory-developed systems (e.g., Integration between Aeon and Finding Aids)
- Complete enhancement requests approved by product owner
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Product Owner | Elizabeth Roke | - Assist assignment groups with communication to end users as indicated in process flows and/or operations documentation
- Assist assignment groups with functional testing as indicated in process flows and/or operations documentation
- Coordinate and approve library-wide enhancements and configurations
- Communicate new releases and system downtime
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