IT Programmer Developer

Title: Programmer
Department: Customer Experience
Reports to: Manager, Programming & Partnerships
Classification: Permanent Full Time
Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.


We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.


Library and Information Technician, Early Childhood Educator, Child & Youth or Recreation & Leisure degree an asset
Courses in Program facilitation and execution an asset

Library or customer service experience is an asset.
Experience in program facilitation and execution an asset.
High Five Principles of Healthy Child Development / Principles of Healthy Aging an asset.
As a member of the Customer Experience team, Programmer models BPL's value in all interactions, provides proactive customer-centered service. In alignment with BPL's programming strategy, under the guidance of the Community and Programming Librarians, Programmers focus on creating, development and delivery of programs, in library, in the community and virtually.


Assist in planning, support and delivery of BPL programs and events as coordinated with the Programming team and Manager, Programming and Partnerships.
Assist in the creation of programming kits for implementation across all locations.
Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to create exceptional customer experiences.
Effectively use the Integrated Library System and other library tools to complete associated customer service routines and offer customer tech support.
Encourage, instruct, and assist customers in the use of all forms of library technology, including troubleshooting technology issues.
Help all individuals with their reading and information needs across abilities and ages.
Uses, promotes and teaches technology as a routine part of work, including recommending, teaching and trouble-shooting library technology and online collections.
Perform materials handling tasks.
Provide content for BPL website and social media as required.
Meet targets for key performance indicators as set by Management and keep accurate statistics on customer interactions and events.
Actively engages with training and team meetings
Internal: Team members in Branch, Programming, and Portfolios, Manager, Programming and Partnerships, Managers, Customer Experience, SMT


Customers, Community and City Partners


Excellent customer service is critical and must include collaboration and teamwork skills and strong interpersonal communication (verbal, written and presentation).
Customer-first orientation and centricity.
Promote and celebrate diversity and inclusion in BPL's collections, programs and services.
Comfortable engaging in conversation with customers about the scope of BPL's collections to inspire a love of reading and learning.
Strong public speaking skills, with comfort preparing a presentation and discussing Library services in large groups, both in person and virtually.
Action-oriented and perseveres to address and solve customer queries, ensuring positive customer experiences.
Provide programming-based support to colleagues, where required.
Technical:
Knowledge and application of policies, processes, procedures, and systems within BPL
Knowledge of library Customer Experience Philosophy and Customer Experience Standards
Excellent customer service skills and the ability to work with a diverse group of people
Demonstrated critical thinking skills to guide and support the customer experience at all points of contact including de-escalation techniques.
Proficiency in Microsoft Office 365: Proficiency with Integrated Library System and associated library tools and applications: library catalogue, online databases and e-resources
Knowledge of traditional and digital literacy
Excellent presentation skills in programming and service delivery.
Ability to use programming technology including knowledge of online booking and events software (Communico or comparable technology), virtual program platforms and AV and basic IT knowledge for events.
Some work is completed in office space, moderate level of computer and phone use.
Most work is completed in public library spaces while customers are present, with little exposure to noise, dirt, or external elements.
Ability to travel between Library branches and event venues required.
Some work may be able to be completed remotely.
BPL is a 7 days per week service and schedules include regular evenings and weekends.

Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
Some continuous physical exertion required such as moving, programming, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
Ability to move materials and supplies (up to 50lbs)
Extended periods of sitting at computer and telephone use.
Perform routine tasks requiring accuracy and attention to detail on a computer.
Moderate focus while delivering programs, sorting, shelving, and maintaining collections.
Earnings for paid employees include a competitive salary, comprehensive benefits, development opportunities, generous vacation privileges, flexible work arrangements, compelling rewards and recognition, and retirement security.


Burlington Public Library is an equal opportunity employer. If you have a disability that makes it difficult to apply using the online form, please call us at Ext
Personal information on your résumé is collected under the authority of the Public Libraries Act, R.