We are seeking a skilled and detail-oriented Performance Testing Resource to join our dynamic and talented software testing team. As a Performance Testing Resource, you will be responsible for assessing and ensuring the performance, scalability, and responsiveness of our software applications under varying workloads and stress conditions. You will work closely with developers, product managers, and quality assurance teams to identify performance bottlenecks and provide recommendations for optimization.

Responsibilities

• Plan and Design Performance Tests
  • •Collaborate with stakeholders to understand application requirements and performance expectations.
  • •Develop performance test plans, scenarios, data, and test scripts based on project specifications.
• Test Execution and Analysis
  • •Execute performance tests using appropriate testing tools (e.g., JMeter, LoadRunner, Gatling).
  • •Monitor and analyze system resource utilization, response times, throughput, and other performance-related metrics during tests.
  • •Identify and isolate performance bottlenecks and potential areas of improvement.
  • •Troubleshoot and resolve performance issues to ensure optimal system performance.
• Reporting and Documentation
  • •Prepare detailed performance test reports with analysis and recommendations.
  • •Maintain comprehensive documentation of performance testing processes, methodologies, and results.
  • •Present findings and test results to project stakeholders in a clear and understandable manner.
• Performance Optimization
  • •Collaborate with development teams to review and optimize code for improved performance.
  • •Suggest and implement performance tuning strategies to enhance application performance.
  • •Participate in code reviews and architecture discussions to provide performance-related insights.
• Continuous Improvement
  • •Stay updated with industry best practices, tools, and emerging trends in performance testing.
  • •Contribute to the enhancement of performance testing methodologies and processes within the organization.

Skills and Qualifications:

• Bachelor’s degree in computer science, Software Engineering, or a related field.
• Proven experience (4 - 5 years) as a Performance Testing Engineer, Performance Test Analyst, or similar role.
• Solid understanding of performance testing methodologies, tools, and performance monitoring.
• Hands-on experience with performance testing tools such as Selenium, JMeter.
• Proficiency in scripting languages Java for test script development.
• Strong analytical and problem-solving skills to identify performance bottlenecks.
• Excellent communication skills to collaborate effectively with cross-functional teams.
• Understanding of LoadRunner, Gatling tool is a plus.
• Ability to work in a fast-paced and agile environment, managing multiple projects simultaneously.

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Responsibilities

• You will be part of the web/mobile application engineering team responsible for designing and implementing technical solutions that will reach a massive scale.
• Contribute to the architecture and development of the Mobile application which can run on various devices using various operating systems (IOS, Android, Kindle, etc)
• You will build and enhance core tools that are needed to support development, testing, and integrations leading to Continuous Delivery.
• Use your creative and innovation-driven mindset to articulate engineering design strategies related to scale, performance, security, and usability.

Skills and Qualifications:

• 5-8 years of Android Mobile development Experience
• 3-5 years of experience with React Native.
• You feel at home in a test-driven, agile team
• Proficiency with Object Oriented Design principles and patterns
• Must have Solid experience with JavaScript/css
• Solid technical communication skills with business partners and other engineering teams
• Experience using distributed version control systems, such as Git
• Experience with bug tracking software such as azure devops, Jira, Github, etc
• Proficiency with UNIX/Linux command line
• Experience in understanding different integration patterns and their usage during testing
• Experience with modern web technologies and NoSQL
• Experience with Notification hub and Platform Notification Services
• Experience in Native IOS and Android is an added advantage.

Good To Have:

• Experience with Car play apps
• Experience with Watch Apps

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Overview

The Senior Azure Data Engineer Performs performs activities related to design, development, as well as day-to-day administration and maintenance of various database systems.

Designs and coordinates changes to databases. Codes, tests, and implements physical databases for relational and non-relational database solutions including CosmosDB, MongoDB, SQL Server, Azure SQL, etc. Handles installations, upgrades, backups, and configuration. Confers with appropriate staff regarding problems with and capabilities of systems.

Responsibilities

In this role, the Senior Azure Data Engineer will seek information on latest technologies to maintain technical awareness and competencies.

• Design, implement and monitor MongoDB, CosmosDB, and SQL Server workloads across multiple enterprise applications
• Implement Power BI solutions along with other Azure Data solutions including Databricks, Azure Synapse, Azure Data Factory, Azure Storage, etc.
• Design logical and physical databases and review changes to design to understand how changes affect physical databases (data storage in terms of physical aspects such as location, amount of space, and access methods)
• Perform performance tuning by modifying database programs to increase processing efficiency. Determine optimum values for database parameters using best practices.
• Configure and integrate databases with other information systems. Design and write complex SQL Server stored procedures
• Work with vendors and database developers to correct recurring problems with applications and systems
• Implement security procedures to ensure that databases remain protected. Specify user access level for each segment of one or more data items such as insert, replace, retrieve, or delete data
• Provide technical support to various departments and users with database problems in order to maximize database utilization
• Research, evaluate, and recommend new data solutions
• Researching, diagnosing, troubleshooting and identifying solutions to resolve data related issues
• Performs other related duties as assigned
• Understands the software development lifecycle (SDLC)

Skills and Qualifications:

• 4+ years of experience with SQL Server / Azure SQL
• 2+ years of experience with Mongo DB / Mongo Atlas Search
• 4+ years experience with MS T-SQL, Stored Procedures, Views
• 2+ years of extensive hands-on experience using C#, ASP.NET, PowerShell
• Experience with Azure monitoring tools: Azure Monitor, App Insights, etc.
• Strong general Windows operating system and networking knowledge
• Experience with using Git and Azure DevOps
• Experience with the following technologies:
  • •Visual Studio 2012 - 2022
  • •Microsoft SQL Server 2008R2, 2016, Azure SQL
  • •Cosmos DB and/or MongoDB
  • •SQL Database Administration Activities and Server Mirroring
  • •Azure Application Insights
  • •Azure Functions, Logic Apps, and App Services
  • •Azure Service Bus and Azure API Management Services
  • •Azure Storage and CDN
  • •SQL Server Integration Services (SSIS)
  • •Azure Data Factory
  • •Azure Synapse

Good To Have:

• Microsoft Certified: Azure Data Engineer Associate
• Microsoft SQL Server Certifications
• Ecommerce domain experience
• Excellent verbal and written communications skills
• Full software development life-cycle experience with the ability to multi-task; and react positively to changing business requirements and/or assignments
• Strong experience with working on an Agile team

Apply Now

Responsibilities

• Responsible for the design, development, maintenance, and enhancements of Web and mobile application
• Attends Scrum meetings and provides updates/challenges to the work items
• Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master
• Develop cross-platform applications using web technology

Skills and Qualifications:

• Bachelor’s degree in Technology or related field;
• 2+ years in front-end for desktop and mobile
• 2+ years’ experience in Python development and frameworks
• Experience in working with agile methodologies and environments
• Experience with Git or similar
• Databases – Cosmos, Mongo, SQL Server
• Experience in creating unit tests

Preferred:

• Azure Dev Ops CI/CD experience
• Experience in an ETL environment
• SQL Experience
• Experience in working on Linux operating systems

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

Job Summary

We are seeking an experienced Senior Mainframe DBA to join our team and support our main ERP system. The ideal candidate will have extensive experience in IMS database administration as well as experience in DB2 database administration and expertise in migrating IBM Data Propagator to InfoSphere. The ideal candidate will have a deep understanding of mainframe environments, including IBM z/OS, and demonstrate proficiency in database management, performance optimization, and data integration solutions.

Responsibilities

• Database Management:
  • Design, implement, and maintain IMS and DB2 databases on IBM mainframe systems.
  • Ensure high availability, performance, and scalability of databases.
  • Develop and execute SQL scripts for database management and automation tasks.
  • Perform database tuning, optimization, and capacity planning.
  • Implement and manage database backup, recovery, and disaster recovery procedures.
• Data Migration:
  • Plan and execute data migration projects from IBM Data Propagator to IBM InfoSphere.
  • Develop migration strategies, including data mapping, transformation, and validation.
  • Ensure data integrity and minimal downtime during migration processes.
  • Collaborate with cross-functional teams to ensure successful migration and integration with existing systems.
• System Integration and Support:
  • Collaborate with development teams to design and optimize database structures to support ERP applications
  • Provide technical expertise and support for the ERP system, ensuring seamless integration with EDI, Order Processing, Warehousing, and Financials
  • Troubleshoot and resolve database-related issues promptly.
• Data Security and Integrity:
  • Ensure data security and compliance with company policies and industry standards.
  • Monitor and manage database access and permissions.
  • Conduct regular audits and implement measures to protect data integrity.
• Tool and Utility Management:
  • Proficiency in IMS DB/DC, DB2, and IMS/DB2 Tools and utilities.
  • Strong knowledge of JCL (Job Control Language) and TSO/ISPF
  • Familiarity with IBM InfoSphere, including DataStage and Data Replication.
  • Experience with database monitoring and performance tuning tools.
  • Develop and maintain scripts for automation and monitoring purposes.
• Business Process Integration:
  • Apply basic accounting concepts to support business operations.
  • Utilize Microsoft Suite for documentation, reporting, and communication.
• Support and Maintenance:
  • Manage maintenance contracts and provide technical support to ensure continuous operation and timely issue resolution.
  • Collaborate with cross-functional teams to support business needs and project initiatives.

Skills and Qualifications:

• Bachelor’s degree in technology or related fields.
• Minimum 8 years of experience with IBM mainframe systems.
• Extensive experience with IMS database management.
• Experience with DB2 database management.
• Proficient in SQL and JCL programming.
• Strong understanding of database design, optimization, and performance tuning.
• Proven experience with data migration from IBM Data Propagator to IBM InfoSphere.
• Understanding of basic accounting concepts.
• Proficiency with Microsoft Suite.
• Experience managing maintenance contracts and providing technical support.

Preferred Qualifications

• Experience in a distribution company.
• Familiarity with EDI, Order Processing, Warehousing, and financial systems.
• Knowledge of modern development practices such as Agile and DevOps.

Apply Now

Responsibilities

• Participate in functional, exploratory, regression, user acceptance and automated test preparation and execution.
• Understand requirements from Product Owners and business analysts and define optimal test scope.
• Customizing, and maintaining testing frameworks for automation.
• Contribute to daily and periodic cadence with the Product owners and Onshore/Offshore Scrum teams and ensure all QA deliverables are delivered.
• Ensure adherence to agile processes and practices.

Skills and Qualifications:

• Bachelor’s degree in technology or related field.
• 6+ years in an IT Product/Services Organization.
• Exceptional time management, facilitation, and organizational skills.
• Understanding of/experience with SQA methodologies, techniques, and approaches
• Experience with all types of testing including regression, performance, API, database, and integration testing.
• In-depth experience with desktop and mobile application testing.
• Hands-on testing experience with API testing tools like Postman, ReadyAPI.
• 3+ years’ experience working in Agile frameworks (preferably Scrum/SAFE) and using Azure DevOps or similar tools to manage testing and bug tracking.
• Coding experience with Postman, Selenium and Appium.
• BDD, Frameworks Design & Development for Web & Mobile, Java & Groovy.

Apply Now

Responsibilities

• Responsible for the design, development, maintenance, and enhancements of Web and mobile application.
• Attends Scrum meetings and provides updates/challenges to the work items.
• Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master.
• Develops cross-platform applications using web technology (JavaScript, html, CSS/Less).

Skills and Qualifications:

• Bachelor’s and master’s degree in Technology or related field;
• 4-6+ years in front end for desktop and mobile

Required:

• 4-6 years’ experience in Microsoft .Net Stack
  • •ASP.NET 4.0
  • •VB.NET 4.5
  • •C#
  • •.Net 4.5 and above including .Net core
  • •ADO.NET
  • •MVC
  • • Azure PAAS service experience
    • - Azure functions
    • - Azure Service BUS
    • - Azure Storage Account
  • • Azure DevOps
  • • Azure Search
  • • Azure API management
• Experience in working with agile methodologies and environments
• Experience with Git or similar
• Web Services API/WCF, JavaScript/jQuery, CSS, HTML
• Databases – Cosmos, Mongo, SQL Server
• Experience in microservices
• Experience in creating unit tests

Preferred:

• Azure Dev Ops CI/CD experience
• Experience in an ETL environment
• SQL Experience
• Java Experience
• Experience in working on Linux operating system
• Experience in Drupal content management system
• KendoUI Framework

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Overview

The Software Support Engineer will work on various enterprise platforms with a focus on providing technical resolution for issues discovered in the Azure cloud production environment.

Responsibilities

In this role, the Software Support Engineer will seek information on latest technologies to maintain technical awareness and competencies.

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Works with staff and customers to develop business requirements, design and develop script automation where needed to meet business needs.
• Develops fixes, tests and debugs existing and new web apps and integration solutions using the Microsoft / Azure technology stack.
• Provides all aspects of technical and client support for existing systems.
• Participates in the evaluation of hardware and software including cloud based solutions.
• Performs other related duties as assigned.
• Understands the software development lifecycle (SDLC).

Skills and Qualifications:

• 2+ years of experience with PowerShell and/or Azure CLI
• 2+ years of extensive hands-on web development experience using C#, ASP.NET
• 2 years experience with MS T-SQL, Stored Procedures, Views
• Experience with Azure monitoring tools: Azure Monitor, App Insights, etc.
• Experience with creating and consuming Web services with emphasis on RESTful APIs
• Strong general Windows operating system and networking knowledge
• Experience with using Git and Azure DevOps
• Experience with the following technologies:
  • •Visual Studio 2012 - 2022
  • •Microsoft SQL Server 2008R2, 2016, Azure SQL
  • •Cosmos DB (Preferred) and/or MongoDB
  • •SQL Database Administration Activities and Server Mirroring
  • • Azure Application Insights
  • • Azure Functions, Logic Apps, and App Services
  • • Azure Service Bus and Azure API Management Services
  • • Azure Storage and CDN
  • • SQL Server Integration Services (SSIS)
  • • Azure Data Factory
  • • Azure Synapse

Nice to have Skills

• Experience working on public-facing web applications and content management systems (CMS)
• Ecommerce domain experience
• Excellent verbal and written communications skills
• Full software development life-cycle experience with the ability to multi-task; and react positively to changing business requirements and/or assignments
• Strong experience with working on an Agile team

Apply Now

Responsibilities

• Be a part of the web/mobile application engineering team responsible for designing and implementing functional solutions that will reach a massive scale.
• Work iteratively to design, refine, and validate solutions. Using your design skills to create wireframes, storyboards, walkthroughs and prototypes that communicate your design ideas.
• Oversee the design process and am responsible for creating and maintaining a consistent design system across all products, including e-book platforms, digital media distribution, and library management systems.
• Work closely with cross-functional teams to deliver innovative solutions that meet the needs of Baker & Taylor's library and educational customers.
• Collaborate with stakeholders, Business Analysts, Product Owners, and Tech Leads to refine user stories and evaluate user requirements.
• Create wireframes, mock-ups, prototypes etc.
• Work with developers to build interface designs, ensuring quality and accessibility.
• Conduct usability testing to identify areas for improvement.
• Interpret data and qualitative feedback.
• Stay abreast of competitor products, user insights and industry trends.
• Support other areas of Web & Mobile Experiences.
• Actively participate in Scrum ceremonies working with team members.
• Documenting the user experience through mock-ups, design specs, and prototype demos.

Skills and Qualifications:

• Bachelor’s Degree or equivalent experience required.
• 8+ years of experience as a UX Designer, UI Designer, Product Designer, or similar role
• Strong portfolio of projects, demonstrating the application of interaction design, information architecture, visual design, and accessibility fundamentals
• Skill in combing through analytics and behavioural insights to generate new experiments and opportunities to improve our products and differentiate the user experience.
• Profound capacity to turn complex interactions into intuitive user experiences.
• Proficient in design software & tooling like Sigma, figma, Adobe XD & Illustrator
• Knowledge of HTML/CSS, Java Script
• Experience with responsive design
• Strong in native app UI/UX design
• Have excellent communication, presentation, and time-management skills.

Good to have

• Prior web/mobile product development experience

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Responsibilities

A Full-Stack Developer is responsible for the design, development, maintenance, and enhancements of mobile and web applications. Should have ability to develop cross-platform applications using web technology (JavaScript, html, CSS/Less). Works closely with sales, marketing, and support departments to ensure a responsive and stable application.

Required Skills:

• Experience with architecting Single Page Applications (SPAs) using common design patterns.
• Hands on experience with responsive design and frameworks (i.e., bootstrap)
• Strong understanding of vanilla JavaScript and JavaScript web frameworks like React/Redux, Angular, etc.
• Experience in CI/CD.
• Strong skills in developing unit, functional, and integration tests using frameworks such as Mocha and Jest.
• Hands on experience with ES6, HTML5, CSS3, CSS Preprocessors, etc.

Preferred Skills:

• Experience in using selenium and WebdriverIO.
• Experience using Express.js and Node to develop RESTful services.
• Experience in working with agile methodologies and environments.
• Strong Experience in cross-browser support.
• Experience with American Disability Act (ADA) standards for UI development
• Experience working with Webviews (i.e., WKWebView, UIWebView, or Android WebView).
• Experience working with IndexedDB.

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Role

We are looking for talented and competitive Inside Sales Representatives who will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. This position has been created to sell specific products into identified accounts in USA/Australia and to provide support to the sales team based onsite in USA/Australia on the B&T service/product offering.

Responsibilities

• Initiate contact over the phone with defined Executives.
• Leverage telephone/email skills to identify the decision maker.
• B2B sales/Lead Generation through sale closure experience.
• Determine or create interest in B&T product/service offerings to the decision makers.
• Provide marketing materials to the prospects as and when required.
• Set up appointments with key decision makers and pass them on to the onsite sales team if necessary.
• Maintain and update the leads database and generate reports to achieve targets.
• Develop and maintain strong relationship with the key partners and stakeholders.
• Analyzing sales data and metrics to identify trends and opportunities for improvements.
• Developing and managing sales follow-up.
• Provide regular reporting and updates to the senior management on the team's activities and results.
• Enduring compliance and regulations

Required Skills:

• Exp – 2 – 4 Years in Inside Sales for Inside Sales Executive (100% IC Target Driven Role) & 5-6 Years for Team Lead (50% IC and 50% Team Target Role)
• BPO US sales experience / Inside Sales experience to sell products.
• Excellent communication skills, both verbal and written/neutral English accent (important)
• Proficiency in Microsoft Office and CRM software such as Salesforce.com.
• Excellent phone and cold calling skills
• Exceptional customer service skills.
• Strong listening and sales skills.
• Can be fully remote but US EST & PST Timings necessary for US team and Australia Time zone for Australia Team.
• Commission & Sales Target Based Position (Salary + Per transaction Commission)

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Responsibilities

• Driving test development, estimation, planning, execution, tracking, reporting, and closure of overall testing in agile & waterfall projects.
• Ownership of test plan development (functional and non-functional testing) and execution for web/mobile applications.
• Collaborating with users/analysts, technical teams, and management on requirements definition and documentation.
• Leading test automation initiatives from framework implementation to execution.
• Lead performance Testing from scope definition to execution and sign-offs.
• Daily & Periodic collaboration with the Product owners and Onshore/Offshore Scrum teams and ensure all deliverables from QA teams are delivered.
• Mentor QA teams and ensure adherence to agile processes and practices.

Required Skills:

• Bachelor’s degree in Technology or related field.
• 8+ years in an IT Product/Services Organization with last 2-3 years managing multiple QA teams
• Exceptional leadership, time management, facilitation, and organizational skills
• Understanding of/experience with SQA methodologies, techniques, and approaches.
• Experience with a type of testing including regression, performance, API, integration testing.
• In-depth experience with desktop and mobile application testing.
• 5+ years’ experience working in Agile frameworks (Preferably Scrum/SAFE) and using Azure DevOps or similar tools to manage testing and bug tracking.
• Coding experience in Java, Python, or any other coding language.
• Coding experience with Postman, Selenium and Appium

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

As a Business Process Management (BPM) Consultant, you will be responsible for analyzing, designing, documenting, implementing, and optimizing business processes to improve efficiency, reduce costs, and enhance overall performance. You will collaborate closely with stakeholders to understand their business objectives, identify process gaps and inefficiencies, and recommend solutions to streamline operations and drive organizational success.

Responsibilities

• Collaborate with stakeholders & leaders to document As Is Process/Product Business Rules/Workflows.
• Conduct comprehensive analysis of current business processes to document the as is state and identify possible areas for improvement and optimization.
• Design end-to-end business process models, workflows, and standard operating procedures (SOPs) using BPM tools and methodologies.
• Develop and implement process automation solutions leveraging BPM software, workflow automation tools, and other technologies.
• Facilitate workshops, training sessions, and stakeholder meetings to drive process improvement initiatives and ensure alignment with business goals.
• Conduct process assessments and performance evaluations to measure the effectiveness of implemented solutions and identify further optimization opportunities.
• Provide expert guidance and recommendations on best practices for BPM, process reengineering, and change management.
• Collaborate with cross-functional teams to integrate BPM solutions with existing systems, applications, and business processes.
• Stay updated on industry trends, emerging technologies, and best practices in BPM and business process automation.

Required Skills:

• Bachelor’s degree in business administration, or related field. Master's degree preferred.
• Proven experience 4+ working as a Business Process Management Consultant or similar role.
• In-depth knowledge of BPM methodologies, process modelling techniques (e.g., BPMN), and BPM software platforms (e.g., Visio, IBM BPM, Appian, Pega)
• Strong analytical skills with the ability to analyse complex business processes, identify improvement opportunities, and develop innovative solutions
• Experience in process automation, workflow design, and implementation using BPM tools and workflow automation software.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders, and cross-functional teams.
• Solid understanding of change management principles and experience driving organizational change initiatives.
• Proficiency in project management methodologies and tools

Good To Have:

• Certification in BPM (e.g., Certified Business Process Professional - CBPP) is a plus

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

Job Summary

We are seeking a highly experienced Senior OpenVMS Systems Engineer to join our dynamic team. The ideal candidate will have extensive experience in OpenVMS environments, advanced programming skills, and a solid understanding of hardware and software integration. This role involves managing system operations, performing system tuning, ensuring security, and maintaining hardware and software infrastructure. The candidate should possess strong communication skills and have a deep understanding of business processes in an ERP system for a distribution company.

Responsibilities

• OpenVMS Environment Management
  • Maintain and manage OpenVMS systems ensuring high availability and performance.
  • Develop and execute DCL scripts for automation and system management tasks.
  • Define and manage queues, system security (SYSUAF), and backups, including snapshots and remote copy.
  • Configure and manage network interfaces, including TCPIP suite and DECnet.
  • Perform system management tuning and licensing management.
• Hardware Management
  • Operate and manage Integrity Servers, 3PAR SAN, HP Tape Libraries, and HP Switches.
  • Ensure hardware infrastructure is maintained and operates efficiently.
• Programming
  • Develop and maintain applications using DEC Basic (95% of the code), DEC C (4% of the code), and DEC COBOL (1% of the code).
  • Utilize MACRO and understand Object Libraries and Installed Images for efficient application performance.
• Layered/3rd Party Products
  • Manage and integrate various OpenVMS layered products and third-party software including MQ Series, DTR, Oracle CDD, DEC FORMS, UDMS, XENTIS, TOLAS, and Performance Analyzer/Data Collector.
• Database Management
  • Manage RMS databases and perform FDL tuning to optimize database performance.
• Business Process Integration
  • Provide technical expertise and support for the ERP system, ensuring seamless integration with EDI, Order Processing, Warehousing, and Financials.
  • Apply basic accounting concepts to support business operations.
  • Utilize Microsoft Suite for documentation, reporting, and communication.
• Support and Maintenance
  • Manage maintenance contracts and provide support to ensure continuous operation and timely issue resolution.

Required Skills:

• Bachelor’s degree in technology or related field
• Minimum 8 years of experience with OpenVMS systems.
• In-depth knowledge of DCL, system security, and network configuration.
• Proven experience with Integrity Servers, 3PAR SAN, HP Tape Libraries, and HP Switches.
• Minimum 5 years of DEC Basic programming experience.
• Minimum 2 years of DEC C programming experience.
• Exposure to DEC COBOL and MACRO programming.
• Familiarity with Object Libraries and Installed Images.
• Knowledge of OpenVMS layered and third-party products.
• Strong database management skills with RMS and FDL tuning.
• Excellent communication skills and experience with ERP systems in a distribution company
• Understanding of basic accounting concepts.
• Proficiency with Microsoft Suite.
• Experience managing maintenance contracts and providing technical support.

Preferred Qualifications

• Experience in a distribution company.
• Familiarity with EDI, Order Processing, Warehousing, and financial systems.

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

Job Summary

We are looking for a detail-oriented and skilled Technical Documentation Specialist to join our team. The ideal candidate will have a strong background in creating, managing, and maintaining technical documents, user manuals, and training materials. This role involves collaborating with various departments to gather information, ensuring documentation accuracy, and making complex information accessible to diverse audiences. Excellent writing skills and the ability to understand technical concepts are essential.

Responsibilities

• Documentation Creation
  • Develop, write, and edit technical documents, including user manuals, installation guides, system operation guides, and training materials.
  • Create clear, concise, and accurate documentation for technical and non-technical users.
  • Translate complex technical concepts into easily understandable content.
• Content Management
  • Maintain and update existing documentation to ensure accuracy and relevance.
  • Organize and manage a documentation library, ensuring all materials are current and accessible.
  • Implement and maintain version control for all documentation.
• Collaboration
  • Work closely with software developers, engineers, product managers, and other stakeholders to gather technical information.
  • Participate in project meetings to stay informed about new product features and updates.
  • Collaborate with subject matter experts to verify accuracy and completeness of documentation.
• Quality Assurance
  • Review and edit documentation created by other team members to ensure clarity, consistency, and adherence to company standards.
  • Conduct usability testing to gather feedback and improve documentation.
• Tools and Standards
  • Utilize documentation tools and software such as Microsoft Office Suite, Adobe Acrobat, and various content management systems.
  • Establish and maintain documentation standards and templates.
• Training and Support
  • Develop training materials and conduct training sessions for end-users and internal staff.
  • Provide support to users by clarifying document content and answering questions.

Required Skills:

• Bachelor’s degree in Technical Writing, English, Communications, Computer Science, or a related field.
• Minimum 3 years of experience in technical writing or a related field.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Ability to understand and explain complex technical concepts clearly and concisely.
• Proficiency with documentation tools and software (e.g., Microsoft Office Suite, Adobe Acrobat, content management systems).
• Experience with version control and documentation standards.
• Ability to work independently and as part of a team.
• Strong research and analytical skills.

Preferred Qualifications

• Experience in the technology, software, or engineering industry.
• Familiarity with Agile methodologies and software development processes.
• Knowledge of Mainframe, AS400, DEC Basic/TOLAS, and other ERP technologies.
• Experience creating multimedia content (Flow charts, diagrams, infographics)

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

Job Summary

We are seeking an experienced Senior Mainframe DBA to join our team and support our main ERP system. The ideal candidate will have extensive experience with IBM mainframes, strong expertise in DB2, and proficiency with various database management tools and utilities. This role involves managing and optimizing mainframe databases, ensuring data integrity and security, and providing technical support. The candidate should also have experience with data migration, specifically transitioning from IBM Data Propagator to IBM InfoSphere. Excellent communication skills and a deep understanding of business processes in an ERP system for a distribution company are essential.

Responsibilities

• Database Management
  • Design, implement, and maintain DB2 databases on IBM mainframe systems.
  • Ensure high availability, performance, and scalability of databases.
  • Develop and execute SQL scripts for database management and automation tasks.
  • Perform database tuning, optimization, and capacity planning.
  • Implement and manage database backup, recovery, and disaster recovery procedures
• Data Migration
  • Plan and execute data migration projects from IBM Data Propagator to IBM InfoSphere.
  • Develop migration strategies, including data mapping, transformation, and validation.
  • Ensure data integrity and minimal downtime during migration processes.
  • Collaborate with cross-functional teams to ensure successful migration and integration with existing systems.
• System Integration and Support
  • Collaborate with development teams to design and optimize database structures to support ERP applications.
  • Provide technical expertise and support for the ERP system, ensuring seamless integration with EDI, Order Processing, Warehousing, and Financials.
  • Troubleshoot and resolve database-related issues promptly.
• Data Security and Integrity
  • Ensure data security and compliance with company policies and industry standards.
  • Monitor and manage database access and permissions.
  • Conduct regular audits and implement measures to protect data integrity.
• Tool and Utility Management
  • Utilize and manage mainframe database management tools and utilities such as TSO/ISPF, QMF, CA Database Management Solutions, and IBM Data Studio.
  • Develop and maintain scripts for automation and monitoring purposes.
• Business Process Integration
  • Apply basic accounting concepts to support business operations.
  • Utilize Microsoft Suite for documentation, reporting, and communication.
• Support and Maintenance
  • Manage maintenance contracts and provide technical support to ensure continuous operation and timely issue resolution.
  • Collaborate with cross-functional teams to support business needs and project initiatives.

Required Skills:

• Bachelor’s degree in technology or related fields.
• Minimum 8 years of experience with IBM mainframe systems.
• Extensive experience with DB2 database management.
• Proficient in SQL and JCL programming
• Experience with mainframe database management tools and utilities (TSO/ISPF, QMF, CA Database Management Solutions, IBM Data Studio).
• Strong understanding of database design, optimization, and performance tuning.
• Proven experience with data migration from IBM Data Propagator to IBM InfoSphere.
• Excellent communication skills and experience with ERP systems in a distribution company.
• Understanding of basic accounting concepts.
• Proficiency with Microsoft Suite.
• Experience managing maintenance contracts and providing technical support.

Preferred Qualifications

• Experience in a distribution company.
• Familiarity with EDI, Order Processing, Warehousing, and financial systems.
• Knowledge of modern development practices such as Agile and DevOps.

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Responsibilities

• Responsible for the design, development, maintenance, and enhancements of Web and mobile application
• Attends Scrum meetings and provides updates/challenges to the work items.
• Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master
• Develops cross-platform applications using web technology (JavaScript, html, CSS/Less).

Skills and Qualifications:

• Bachelor’s and master’s degree in Technology or related field.
• 4-6+ years in front end for desktop and mobile.

Required:

• 4-6 years’ experience in Microsoft .Net Stack
  • •ASP.NET 4.0
  • •VB.NET 4.5
  • •C#
  • •.Net 4.5 and above including .Net core
  • •ADO.NET
  • •MVC
  • • Azure PAAS service experience
    • •Azure functions
    • •Azure Service BUS
    • •Azure Storage Account
  • •Azure DevOps
  • •Azure Search
  • •Azure API management
• Experience in working with agile methodologies and environments
• Experience with Git or similar
• Web Services API/WCF, JavaScript/jQuery, CSS, HTML
• Databases – Cosmos, Mongo, SQL Server
• Experience in microservices
• Experience in creating unit tests

Preferred:

• Azure Dev Ops CI/CD experience
• Experience in an ETL environment
• SQL Experience
• Java Experience
• Experience in working on Linux operating system
• Experience in Drupal content management system
• KendoUI Framework

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Responsibilities

• Be a part of the mobile & web application team responsible for design, development, maintenance, and enhancements.
• Should have ability to develop cross-platform applications using web technology (JavaScript, html, CSS/Less)
• Ensure the responsiveness and cross-browser compatibility of applications.
• Proficiency in Bootstrap, jQuery, Node.js, Angular for building responsive and interactive user interfaces.
• Actively participate in design and code reviews.
• Implement responsive design principles to ensure optimal user experience across various devices.
• Conduct testing and debugging to optimize application performance and resolve issues.
• Work iteratively to design, refine, and validate solutions. Using your design skills to create wireframes, storyboards, walkthroughs, and prototypes that communicate your design ideas.

Skills and Qualifications:

• Bachelor’s Degree or equivalent experience required.
• Proven experience as a Full Stack Developer or similar role.
• Proficient in HTML5, CSS3, Bootstrap, JavaScript, jQuery
• Proficient with OOPS Concepts
• Experience with working on Module Bundlers like webpack or Rollup
• Experience with working on package managers like yarn or npm.
• Solid understanding of browser developer tools and debugging techniques.
• Excellent collaboration and communication skills.
• Attention to detail and commitment to delivering high-quality work

Good to have:

• JavaScript Compilers
• Docker
• Service worker and Indexed DB Storage
• Lerna
• JavaScript testing framework

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Responsibilities

• Working as React lead for at least 5-7 years and currently working on React Native for last 4 years.
• You will be part of the web/mobile application engineering team responsible for designing and implementing technical solutions that will reach a massive scale.
• Contribute to the architecture and development of the Mobile application which can run on various devices using various operating systems (IOS, Android, Kindle, etc)
• You will build and enhance core tools that are needed to support development, testing, and integrations leading to Continuous Delivery
• Use your creative and innovation-driven mindset to articulate engineering design strategies related to scale, performance, security, and usability.

Skills and Qualifications:

• Minimum experience of 9-10years.
• 4-6 years of iOS and Android Mobile development Experience
• 3-5 years of experience with React Native.
• Previous experience as a team lead with a reputed organization for 3-4 years
• You feel at home in a test-driven, agile team.
• Proficiency with Object Oriented Design principles and patterns
• Must have Solid experience with JavaScript/css
• Solid technical communication skills with business partners and other engineering teams
• Experience using distributed version control systems, such as Git
• Experience with bug tracking software such as azure devops, Jira, Github, etc
• Proficiency with UNIX/Linux command line
• Experience in understanding different integration patterns and their usage during testing
• Experience with modern web technologies and NoSQL
• Experience with Notification hub and Platform Notification Services

Good to have:

• Experience with Car play apps
• Experience with Watch Apps

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Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

We are seeking a meticulous and detail-oriented Content Specialist with a strong focus on EPUB to join our team. The ideal candidate will have experience in content quality assurance, particularly in ensuring the accuracy, formatting, and functionality of EPUB files.

Responsibilities

• Checks on EPUB files to ensure they meet established standards for formatting, functionality, and content accuracy.
• Ensure EPUB files for compatibility across multiple devices and platforms, including e-readers, tablets, and smartphones.
• Identify, document & fix any issues or discrepancies, including formatting errors, broken links, incorrect metadata, and improper navigation.
• Collaborate closely with a cross functional teams to resolve issues and ensure content is delivered error-free.
• Conduct regression testing to ensure fixes and updates do not impact the overall functionality of the EPUB files.
• Stay updated with the latest EPUB standards and technologies to continuously improve the Quality of deliverables.
• Technical support to build our reading platforms and support e-book operations.

Skills and Qualifications:

• Bachelor’s Degree or equivalent experience required.
• Experience with HTML4, HTML5, and XHTML
• Experience with EPUB 2.1 and EPUB 3.x
• Extensive experience with CSS
• Strong experience in cross-browser support
• Experience with SMIL technology
• Experience with JavaScript
• Excellent collaboration and communication skills
• Attention to detail and commitment to delivering high-quality work.

Apply Now

Responsibilities

• Responsible for the design, development, maintenance, and enhancements of Web and mobile application
• Attends Scrum meetings and provides updates/challenges to the work items.
• Works with Onshore/Offshore Development Team Leads, Technical Architects and Scrum Master
• Develops cross-platform applications using web technology (JavaScript, html, CSS/Less).

Skills and Qualifications:

• Bachelor’s and master’s degree in technology or related field;
• 4-6+ years in front end for desktop and mobile

Required:

• 4-6 years’ experience in Microsoft .Net Stack
  • • ASP.NET 4.0
  • • VB.NET 4.5
  • • C#
  • • .Net 4.5 and above including .Net core
  • • ADO.NET
  • • MVC
• Experience in working with AWS
• Experience in working with agile methodologies and environments
• Experience with Git or similar
• Web Services API/WCF, JavaScript/jQuery, CSS, HTML
• Databases – SQL Server
• Experience in microservices
• Experience in creating unittests

Preferred:

• Azure Dev Ops CI/CD experience
• Experience in an ETL environment
• SQL Experience
• Java Experience
• Experience in working on Linux operating system
• Experience in Drupal content managementsystem
• KendoUI Framework

Apply Now

Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

Position Overview

Serves as the primary internal contact for customers in resolving customer concerns and inquiries. "Ownership" of the customer and their satisfaction is the key responsibility of this position. Communicates verbally and in written form with customers, internal departments, and sales staff to accomplish customer requirements and customer service goals.

Responsibilities

• Customer Communication and Issue Resolution:

  • Serve as the primary point of contact for customers, sales teams, and internal departments.
  • Articulate and respond to inquiries via mail, and online communication within established timelines.
  • Use initiative to resolve customer concerns, finding mutually beneficial solutions for both customers and the company.

  Problem-Solving and Research:

  • Research customer issues and perform root cause analysis to identify problems and necessary resolutions.
  • Ensure timely order maintenance and reporting, including backorder status and focus reports, using multiple systems like SOP, Exeter, OEBT, etc.

  Collaboration:

  • Work with service center personnel to address customer feedback and ensure satisfaction.
  • Collaborate with outside sales representatives to resolve issues and maintain good business relationships with customers.

  Customer Profile Maintenance:

  • Maintain and update customer profiles, including cataloging profiles in the BTMARC system, to ensure customer needs are met.

  Service Level Agreements (SLAs) and Productivity:

  • Adhere to department and personal Service Level Agreements, goals, and productivity standards.

  Knowledge of B&T Products and Services:

  • Stay informed about B&T products, services, and technology, including electronic services, to effectively meet customer needs and promote sales.

  Order and Financial Management:

  • Perform order entries in OEBT, including service replacements, bill-onlys, and advance billing.
  • Manage fund accounting programs and assist customers in tracking fund spending and adhering to limits.

  Standing Orders and Reports:

  • Set up and maintain standing order profiles and provide customers with current reports. Address issues related to claimed titles.

Skills and Qualifications:

• Bachelor’s Degree or equivalent experience required.
• 0-3 years of experience in customer service.
• Proficient in Microsoft Office, Excel, Outlook and CRM software application experience required.
• Excellent collaboration and communication skills

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Job Description

At Baker & Taylor, we are passionate about changing the world through literacy. We believe that education, access to content, and freedom to explore are essential. We are dedicated to supporting our library partners across the world who tirelessly provide resources to foster the imagination of future generations and improve outcomes in their communities. Librarians are our heroes and championing and supporting their work is our purpose.

Baker & Taylor is committed to embracing diversity, equity, and inclusion to create an environment that both celebrates and evolves through the unique experiences and contributions of all team members.

Responsibilities

As a copy cataloger, you will use B&T proprietary software to search multiple databases for a matching bibliographic record. Once a matching record is found, you will review the customer’s requirements and edit the record to apply the library’s local practices. This is partially achieved by activating a customer specific macro to apply standard account edits.

A full review of the record after the macro is initiated and then a second macro is run to create item records.

You will be responsible for reviewing the final record for accuracy before saving in the customer specific workspace.

All training for the role is done internally. No prior knowledge of marc records is required.

• Essential Duties and Responsibilities
  • Search online catalogs to identify appropriate record.
  • Interpret MARC record based on content for appropriate codes.
  • Develop and execute SQL scripts for database management and automation tasks.
  • Update record based on customer specific instruction by adding, deleting, and updating data elements in marc record.
  • Create item level records based on customer requirements.
  • Create label data.
  • Maintain production metrics.
  • Other duties as assigned by Supervisor.
• Required Skills & Experience
  • BLIS/MLIS with Internship
  • Ability to read and interpret documents
  • Strong PC skills; well versed in Microsoft Office programs, including Outlook, Word, and Excel
  • Strong writing, interpersonal, and communication skills

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Job Description

The Manager, IT Infrastructure, leads the Baker & Taylor IT BTI department and is responsible for multiple cross function areas, consisting of internal resources in the primary areas of End User Services (desktop and laptop support) and the Service Desk. Additional team members will consist of senior analysts in Cloud Services, Windows Server and Storage Services, Server Backups (Cloud and On-Prem), and Networking Services. These members will act as liaisons between the overall Baker & Taylor IT Department and the external IT Service Vendors who provide these services. This position will report to the Director, Enterprise Infrastructure Technology End User Services, with dotted-line reporting to the VP of Enterprise Infrastructure Technology and the Directors of Networking and End User Services for the Subject Matter Expert roles.

This role will maintain and continue to develop the company-wide IT operations framework leveraging ITIL standardbased methodologies while overseeing and improving well-defined processes in place to facilitate high-quality, costeffective IT services and support and effective measurements of services delivered. This role collaborates with all IT leadership teams as a strategic partner to provide in-depth technical expertise to support business decisions and strategic direction.

• Essential Duties and Responsibilities

  The following statements describe the general nature of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by management.

  • Lead and manage the IT infrastructure team, ensuring timely and effective execution of projects and daily operations.
  • Develop, implement, and maintain IT infrastructure strategies that align with business objectives and support scalability, performance, and security.
  • Oversee the management of hardware, software, networks, and data centers, ensuring optimal uptime and performance.
  • Ensure system and network security through appropriate firewalls, encryption, backups, and other security protocols.
  • Manage and optimize cloud services, virtualization, and on-premise infrastructure
  • Collaborate with other departments to plan and execute IT initiatives and technology upgrades.
  • Develop disaster recovery and business continuity plans to minimize downtime during unexpected disruptions.
  • Manage IT infrastructure budgets and control costs while optimizing resource allocation.
  • Evaluate and recommend new technology, tools, and infrastructure improvements to meet evolving business needs.
  • Monitor and report on the performance of IT systems, identifying areas for improvement.
  • Ensure compliance with industry standards, regulations, and company policies.
  • Establish and maintain vendor relationships, negotiating contracts and service level agreements (SLAs) as needed.
• End User Services / Service Desk Management, Leadership, and Governance
  • Management of End User Services team which performs various functions as described below
  • Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (i.e. TeamViewer, GoTo, or Remote Desktop Protocol).
  • Provide remote assistance to users for hardware, software, or network issues. This will involve answering calls, emails, and tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
  • Maintain corporate desktop software suite, including antivirus software administration and IP phone system account management.
  • Responsibility for timely management of On-boarding and Off-boarding employee AD accounts (Azure Entra ID \ Microsoft AD).
  • Incident Management: creation and management of tickets (complete manipulation of tickets including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
  • Service Request Management: handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
  • Problem Management: identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents.
  • Knowledge Management: creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
  • Ticket Prioritization & Escalation: prioritization of tickets based on urgency and impact and escalation of unresolved issues in a timely manner.
• IT Service Area Team Management, Leadership, and Governance

  Management of several team member that provide strategic direction, cost analysis, problem triage and prevention, and liaison support to the external service providers:

  • Cloud Services: ~300 Azure VMs and PaaS environments, storage management, user access control (RBAC), Veeam backup, log analysis
  • Windows Server and Storage: ~100 VMS and physical servers and storage across 4 U.S locations, backup restores, Active Directory user accounts, domain policy management, data protection
  • Network Services: Cisco CCNA/CCNP, BGP Multihoming, DHCP, DNS, NTP, SFTP/FTP, SDWAN for OnPrem and Cloud, UCaas/VOIP, Extreme/Aerohive Wi-Fi, Out-of-band/iLo, SPAN/PCAP for Packet Captures, Network Monitoring and Security
  • Server Backups: Veeam (Azure) and Backup Exec and Netbackup (On-Prem): Policies, Schedules, Restores, Error Handling (working with Cloud or WinTel Team)
• IT Cross Function Management, Leadership, and Governance
  • Oversee the implementation and maintenance of the CMDB (Configuration Management Data Base) asset management system, including all cloud resources, servers, desktops, network equipment, warehouse systems, etc.
  • Produce all reports and analyses for the Change Approval Board (CAB) and Major Incident Management (MIM) processes, extracting this information from the ServiceNow system.
• Supervisory Responsibilities
  • Perform supervisory responsibilities per the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Required Skills & Experience
  • Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Proven experience (7+ years) in IT support, with at least 3 years in a leadership role.
  • ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
  • In-depth knowledge and experience with End User desktop/laptop support; Cloud Services, Network Services, and Windows Servers and storage.
  • Ability to multi-task and organize activities to meet specific goals set by management.
  • Ability to effectively present information and respond to questions from groups of managers, customers, coworkers, and general users.
  • Excellent communication and organizational skills including senior level reporting on key project status and issues.
  • Ability to maintain effective working relationships with employees, department staff, vendors, and customers
  • Demonstrated ability to be resourceful, and work effectively as a team player
  • Service-oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience

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Job Description

As an End User Services Lead your responsibilities will be overseeing and managing the delivery of IT Support and Services to end users within Baker & Taylor. This role involves leading a team of technicians, ensuring high-quality support for end-user hardware, software, and network issues, and maintaining service level agreements (SLAs). The Lead coordinates daily operations, resolves complex technical problems, and works to improve end-user experience and satisfaction. Additionally, they may be responsible for training staff, developing support documentation, and implementing best practices for user support processes. The role typically requires strong technical knowledge, leadership skills, and experience in IT service management. The role also involves an in-depth knowledge of ServiceNow Ticketing, Cross tier support, Professional level of support, Performing system(s) maintenance, and Rapid Adaptation of new technology.

• Leadership Responsibilities
  • Lead, mentor, and motivate a team of End User Services / Service Desk support technicians.
  • Assign tasks, set priorities, and ensure work is completed in accordance with service level agreements (SLAs).
  • Conduct performance reviews, provide ongoing training, and foster professional development.
  • Oversee and manage the resolution of complex technical issues affecting end users, ensuring high-quality customer service.
  • Ensure proper handling of incidents and service requests through ticketing systems, maintaining accurate records of all support activities.
  • Provide tier support for advanced or critical issues.
  • Develop and maintain service management processes (incident management, problem management, request fulfillment, etc.).
  • Monitor and report on performance metrics, identify areas for improvement, and drive continuous improvement in support operations.
  • Implement and enforce IT policies, procedures, and best practices to ensure efficient and effective end-user support.
  • Work closely with other IT teams (wintel, network, backup, systems, security, etc.) to resolve cross-functional issues.
  • Collaborate with stakeholders to understand user needs, provide feedback on technology solutions, and ensure alignment with business goals.
  • Communicate clearly with team and end users (where applicable), ensuring they are informed about issue resolution timelines, system updates, and outages.
  • Develop and maintain knowledge base articles, troubleshooting guides, and training materials for both users and support team members.
  • Train Team members and end users on new software, tools, and processes to enhance productivity and ensure efficient use of technology.
  • Oversee the configuration, installation, and maintenance of end-user devices (PCs, laptops, mobile devices, etc.).
  • Manage the deployment of software updates, patches, and system upgrades for end-user devices.
  • Ensure security protocols are followed by the Team to protect the organization’s data and systems.
• Core Responsibilities
  • Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (like TeamViewer, GoTo, or Remote Desktop Protocol).
  • Provide remote assistance to users for hardware, software, or network issues. This will involve answering calls, emails, tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
  • Identify and resolve IT-related problems, such as software errors, operating system errors, system failures, and hardware malfunctions.
  • Maintain corporate desktop software suite, including antivirus software administration and IP phone system account management.
  • Maintain\Install current images\applications for all workstations.
  • In some cases, assist users troubleshoot issues with their physical hardware remotely. Guide users through basic diagnostics, such as checking cables, device status, or running hardware diagnostic tools.
    • o Walk users through troubleshooting steps, providing instructions on how to resolve their issues independently if applicable (e.g., installing software, adjusting settings).
  • Quickly identify and resolve issues to minimize downtime. This could range from a simple password reset to more complex software conflicts or Workstation\Network outages.
  • Capability of diagnosing and resolving system problems in coordination with other technical team members from other IT departments.
    • o Escalate technical issues to appropriate IT and business personnel and participate in troubleshooting of issues and testing of solutions.
  • Working independently on most tasks, use sound judgment while making decisions to solve anomalous types of non-routine technical issues.
  • Ability to multi-task and organize activities to meet specific goals set by management
  • Ability to write business correspondence to customers relating to issue status, and department-based notifications
  • Set up, manage, and monitor user accounts, permissions, and access rights across systems (Azure Entra ID \ Microsoft AD) and applications.
  • Knowledge of scripting (e.g., PowerShell, Python, Bash)
  • Create and maintain internal documentation for troubleshooting guides, system configurations, and software installations.
  • Analyze and identify trends and / or repetitive problems and devise permanent solutions with documentation.
  • Maintain online documentation repository of operational procedures. Create new procedures as needed.
  • ITIL Framework: Strong understanding of ITIL processes such as Incident Management, Problem Management, Change Management, and Service Request Management, with hands-on experience in (1) extracting reports and data from ServiceNow and (2) implementing these processes in ServiceNow.
  • Proficiency within ServiceNow service desk software for managing incidents and service requests.
  • Efficiently Manage Team to prioritize a high volume of service requests, ensuring timely resolution based on urgency and impact.
  • Incident Management: Expertise in creating, management of ticket (complete manipulation of ticket including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
  • Service Request Management: Experience with handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
  • Problem Management: Ability to identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents
  • Knowledge Management: Proficient in creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
  • Ticket Creation & Assignment: Expertise in logging, categorizing, and assigning incidents and service requests to appropriate support groups or individuals.
  • Ticket Prioritization & Escalation: Ability to prioritize tickets based on urgency and impact and escalate unresolved issues in a timely manner
  • SLA Management: Familiar with managing Service Level Agreements (SLAs), ensuring that ticket resolution meets predefined timelines.
  • Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.
• Qualifications
  • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
  • Proven experience (5+ years) in IT support, with at least 2 years in a leadership or supervisory role.
  • Experience with cloud-based technologies and enterprise-level IT environments.
  • ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
  • Microsoft Intune Experience (preferred)
  • Strong PC Skills including familiarity with PC settings and functions, various browsers, Microsoft Operating systems and products such as: Microsoft Windows, Microsoft Word, Excel, and Apple IOS.
  • Ability to multi-task and organize activities to meet specific goals set by management.
  • Ability to effectively present information and respond to questions from groups of managers, customers, coworkers and the general users.
  • General networking knowledge, including protocols and infrastructure equipment
  • Ability to troubleshoot basic PC software and hardware problems
  • Excellent communication and organizational skills
  • Ability to maintain effective working relationships with employees, department staff, vendors, and customers
  • Effective verbal and communication skills
  • Demonstrated ability to be resourceful, and work effectively as a team player
  • Service oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience
  • Must work varying shifts and hours as required.

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Job Description

The End User Services and Service Desk role is responsible for providing technical support and assistance to end users, ensuring seamless operation of hardware, software, and end-user network systems. This includes troubleshooting and resolving IT-related issues, responding to service requests, and delivering excellent customer service via phone, email, or in-person interactions. The role also involves an in-depth knowledge of ServiceNow Ticketing, Cross tier support, Professional level of support, Performing system(s) maintenance, and Rapid Adaptation of new technology. One of many goals in this position is to enhance user productivity by addressing technical challenges promptly and efficiently while maintaining high levels of user satisfaction.

• Key Roles and Responsibilities
  • Provide First-level. Second-level, and Third Level support for users experiencing issues with hardware, software, or end-user network configurations. This typically involves troubleshooting problems via phone, email, chat, or remote desktop tools (like TeamViewer, GoTo, or Remote Desktop Protocol).
  • Provide remote assistance to end-users, including answering calls, emails, tickets, or using remote desktop tools to resolve technical problems. This also may involve guiding users through device setup or diagnosing connection issues.
  • Identify and resolve IT-related problems, such as software errors, operating system errors, system failures, and hardware malfunctions
  • Maintain corporate desktop software suite, including antivirus software administration and IP phone system user account management.
  • Maintain\Install current images\applications for all workstations.
  • In some cases, you may help users troubleshoot issues with their physical hardware remotely. You may guide users through basic diagnostics, such as checking cables, device status, or running hardware diagnostic tools.
    • o Walk users through troubleshooting steps, providing instructions on how to resolve their issues independently if applicable (e.g., installing software, adjusting settings).
  • Quickly identify and resolve issues to minimize downtime. This could range from end-user password reset to more complex software conflicts or Workstation\Network outages.
  • Capability of diagnosing and resolving system problems in collaboration with other technical team members from other IT departments.
    • o Escalate technical issues to appropriate IT and business personnel and participate in troubleshooting of issues and testing of solutions.
  • Work independently on tasks, using sound judgment while making decisions to solve anomalous / non-routine technical issues.
  • Ability to multi-task and organize activities to meet specific goals set by management.
  • Ability to write business correspondence to customers relating to issue status, and department-based notifications.
  • Set up, manage, and monitor user accounts, permissions, and access rights across systems (Azure Entra ID \ Microsoft AD) and applications.
  • Scripting/Automation:
    • o Write scripts (e.g., PowerShell, Python, Bash) to automate repetitive tasks such as software deployment, system maintenance, profile updating, etc.
  • Document Procedures:
    • Create and maintain internal documentation for troubleshooting guides, system configurations, and software installations.
  • Analyze and identify trends and / or repetitive problems and devise permanent solutions with documentation.
  • Maintain online documentation repository of operational procedures. Create new procedures as needed
  Incident and Request Ticketing Management:
  • ITIL Framework: Strong understanding of ITIL processes such as Incident Management, Problem Management, Change Management, and Service Request Management, with hands-on experience in implementing these processes in ServiceNow
  • Proficiency within ServiceNow service desk software for managing incidents and service requests.
    • ▪ CIS\CSA Preferred
  • Efficiently manage and prioritize a high volume of service requests, ensuring timely resolution based on urgency and impact.
  • Ability to handle multiple requests simultaneously while maintaining high-quality support.
  • Incident Management: Expertise in creating, management of ticket (complete manipulation of ticket including moving tickets to appropriate groups), and resolving incident tickets in ServiceNow, ensuring timely resolution based on SLA (Service Level Agreement) requirements.
  • Service Request Management: Experience with handling service requests (e.g., software installations, access requests) and ensuring proper fulfillment.
  • Problem Management: Ability to identify, document, and manage problem tickets, performing root cause analysis to prevent recurrence of incidents.
  • Knowledge Management: Proficient in creating, updating, and managing knowledge base articles in ServiceNow, enabling self-service for end-users.
  • Ticket Creation & Assignment: Expertise in logging, categorizing, and assigning incidents and service requests to appropriate support groups or individuals.
  • Ticket Prioritization & Escalation: Ability to prioritize tickets based on urgency and impact and escalate unresolved issues in a timely manner.
  • SLA Management: Familiar with managing Service Level Agreements (SLAs), ensuring that ticket resolution meets predefined timelines.
  • Ensure all responsibilities described above are performed following all Baker & Taylor Information Technology standards and procedures.
• Qualifications
  • ITIL Foundation, O365, AZ-900, A+, MCP, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and Microsoft Certified: Modern Desktop Administrator Associate Certifications desired.
  • Microsoft Intune Experience (preferred)
  • Strong PC Skills including familiarity with PC settings and functions, various browsers, Microsoft Operating systems and products such as: Microsoft Windows, Microsoft Word, Excel, and Apple IOS.
  • Ability to multi-task and organize activities to meet specific goals set by management.
  • Ability to effectively present information and respond to questions from groups of managers, customers, coworkers and the general users.
  • General networking knowledge, including protocols and infrastructure equipment
  • Ability to troubleshoot basic PC software and hardware problems
  • Excellent communication and organizational skills
  • Ability to maintain effective working relationships with employees, department staff, vendors, and customers
  • Effective verbal and communication skills
  • Demonstrated ability to be resourceful, and work effectively as a team player
  • Service oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience
  • Must work varying shifts and hours as required.

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Job Description

Azure Subject Matter Expert is responsible for the day-to-day oversight of the Microsoft Azure cloud environments, including provisioning, configuring, monitoring, and maintaining various Azure services and resources, ensuring the smooth operation of cloud-based solutions, while also implementing security measures and managing user access to protect data and comply with regulations; key responsibilities include managing storage, implementing security controls, monitoring resource usage, maintaining user accounts, and ensuring data backups are properly configured. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides Cloud Services

• Key Roles and Responsibilities
  • Resource Management: Provisioning, managing, and monitoring Azure resources, including virtual machines, storage accounts, VNETs, databases
  • Storage Implementation: Implementing and managing storage solutions, including data redundancy, archiving, and backup strategies.
  • PaaS Experience: Experience with Web Apps, Functions, APIM and Secure Endpoints
  • Security Management: Implementing and enforcing NSG security policies, managing user access controls, and monitoring for potential security threats.
  • Monitoring and Logging: Actively monitoring Azure resources using Azure Monitor, analyzing logs, and setting up alerts for critical events
  • Cost Optimization: Analyzing resource usage and optimizing cloud costs by identifying areas for improvement.
  • User Management: Creating and managing user accounts, assigning appropriate Azure roles based on access requirements, and managing user permissions.
  • Networking Configuration: Designing and managing network infrastructure, including virtual networks, subnets, and network security groups.
  • Backup and Recovery: Implementing data backup strategies, testing recovery processes, and ensuring data availability in case of emergencies.
  • Compliance Management: Ensuring that Azure deployments adhere to relevant compliance regulations and standards.
  • Automation: Implementing automation scripts using Azure PowerShell or Azure CLI to streamline repetitive tasks.
  • EOL planning: Track the life-cycle of current and future resources to ensure recommended replacements are reviewed and tested prior to the End-of-Life of current resources
  • Troubleshooting and Performance Optimization: Ability to diagnose and resolve issues in cloud-based infrastructure, including monitoring performance and applying optimizations.
• Key skills:
  • Deep understanding of Azure services and features
  • Expertise in Azure CLI and PowerShel
  • Networking knowledge including routing, firewalls, and load balancing
  • Experience with security best practices and identity management
  • Familiarity with cloud monitoring and logging tools
  • Understanding of infrastructure as code (IaC) principles
• Qualifications
  • Bachelor’s Degree in Computer Science, Information Technology, or a related field is typically required. Some employers may accept relevant work experience in lieu of a degree.
  • Years of Experience: Typically, 5-7+ years in cloud infrastructure or cloud support roles, with at least 2-3 years in a leadership or supervisory role.
  • Cloud Platforms: Strong experience with cloud platforms like AWS, Microsoft Azure, Google Cloud, or others.
    • o Certifications such as Microsoft Certified: Azure Solutions Architect Expert, and AWS Certified Solutions Architect are highly desired.
  • Cloud Services and Tools: Proficiency with cloud management tools (e.g., Terraform, Kubernetes, Docker) and cloud-native services (e.g., EC2, S3, Lambda, Azure Functions, GKE).
  • Networking: Understanding of networking fundamentals in cloud environments (e.g., VPCs, load balancers, DNS, VPNs).
  • DevOps Tools & Automation: Experience with CI/CD pipelines, infrastructure automation, configuration management tools (Ansible, Chef, Puppet), and scripting (Bash, Python, etc.).
  • Team Management: Previous experience leading or mentoring a team of cloud support engineers or technical support staff.
  • Customer Support: Experience managing client-facing interactions, ensuring technical issues are resolved promptly and professionally.
  • Communication: Strong communication skills to explain complex technical issues to non-technical stakeholders and collaborate effectively with internal teams and customers.
  • Incident Management: Experience handling cloud incidents, outages, and escalations in a support or operations context.
  • Project Management: Ability to oversee and manage cloud migration projects or cloud infrastructure deployments.
  • Problem-Solving: Strong analytical skills to troubleshoot complex cloud infrastructure issues.
  • Adaptability: Ability to adapt to rapidly evolving technologies in the cloud space and continuously improve support processes.
  • Collaboration: Ability to work across teams to provide optimal support solutions.
  • Experience with cloud security practices and tools.
  • Knowledge of ITIL or other IT service management frameworks.

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Job Description

The Network Senior Analyst will be responsible for ensuring the stability, performance, and security of our organization's network devices. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides Network Services, configuring, managing, and troubleshooting network devices, monitoring performance, and supporting the network needs of all employees.

• Key Roles and Responsibilities
  Network Configuration & Management:
  • Install, configure, and maintain local area networks (LANs), Wi-Fi (WLAN) and wide area networks (WANs)
  • Manage and configure Cisco routers, switches and other network devices.
  • Support our SDWAN appliances to ensure high availability to critical applications
  • Manage and configure our Wi-Fi access points and ensure OS is staying up to date and identifying rogue access points and SSIDs
  • Support UCaaS voice platform to ensure call quality and stability for our end users
  • Implement and maintain network protocols, including BGP, TCP/IP, UDP, DNS and DHCP
  
  Troubleshooting & Support:
  • Diagnose and resolve network-related issues, including connectivity problems, slow network speeds, and network outages.
  • Maintain and verify that the out-of-band appliances are properly configured and tested
  • Utilize packet sniffer software to isolate connectivity issues
  • Provide technical support to application teams and end-users regarding network-related issues.
  
  Network Performance Monitoring:
  • Monitor network performance and device up-times to ensure high availability and reliability of services.
  • Use network monitoring tools, packet captures and network scans to proactively detect and address network performance issues.
  
  Documentation & Reporting:
  • Maintain network documentation, including network diagrams, IP address schemes, configurations, and change logs.
  • Update network interface descriptions for all Servers and critical devices on the network, to ensure rapid identification and resolution during outages
  • Prepare regular reports on network performance, incidents, and improvements for management.
• Qualifications
  • Education: Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or related field (or equivalent experience).
  • Experience:
    • o Minimum of 5+ years of experience as a Network Engineer.
    • o Hands-on experience with network hardware, such as routers, switches, wireless access points and VoIP/UCaaS solutions
    • o Proven experience with troubleshooting principles, methodologies, and issue resolution techniques for network infrastructure.
    • o In depth knowledge of networking protocols (BGP, TCP/IP, UDP, DNS, DHCP, etc.) and network monitoring tools.
  • Certifications:
    • o CompTIA Network+, Cisco CCNA, or similar networking certifications are preferred.
    • o Cisco Certified Network Professional (CCNP) or equivalent advanced certifications is a plus.
  • Skills:
    • o Strong troubleshooting and problem-solving skills.
    • o Excellent understanding of network security practices.
    • o Ability to communicate ideas in both technical and user-friendly language to collaborate with team members and end-users.
    • o Effectively prioritize and execute tasks during high-level outages

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Job Description

Windows Server Support Administrator is primarily responsible for managing, maintaining, and troubleshooting Windows-based servers, including installing updates, configuring security settings, monitoring performance, backing up data, and resolving system issues, while ensuring the smooth operation and security of the server environment. This role will act as a liaison between the overall Baker & Taylor IT Department and the external IT Service Vendor who provides WinTel Services.

• Key Responsibilities
  Server Installation and Configuration:
  • Installing and configuring new Windows servers, managing operating system updates, and applying necessary patches and upgrades
  
  Performance Monitoring:
  • Continuously monitoring server performance metrics like CPU usage, memory utilization, disk space, and network bandwidth to identify potential bottlenecks and proactively address issues.
  
  Security Management:
  • Implementing and maintaining security policies on servers, including user access controls, firewall configurations, antivirus software updates, and vulnerability management.
  
  Backup and Recovery:
  • Performing regular data backups and ensuring the functionality of backup systems to recover data in case of system failures or disasters.
  Troubleshooting and Problem-Solving:
  • Diagnosing and resolving server-related issues, including application errors, hardware failures, network connectivity problems, and user access issues.
  User Account Management:
  • Creating, managing, and modifying user accounts and permissions on servers.
  Patch Management:
  • Applying critical security patches and updates to the Windows operating system and server applications in a timely manner.
  Disaster Recovery Planning:
  • Participating in the development and testing of disaster recovery plans to ensure business continuity in case of major system outages.
  Application Support:
  • Providing technical support for applications running on Windows servers, including troubleshooting application-specific issues.
  System Monitoring and Logging:
  • Reviewing system logs to identify potential issues and trends, analyzing server activity for security concerns.
  On-Call Support:
  • Participating in on-call rotations to address urgent server issues outside of regular business hours.
• Required Skills:
  • Expertise in Windows Server operating systems (including Active Directory, DNS, DHCP)
  • Strong understanding of network protocols and concepts
  • Proficiency in system administration tools and utilitie
  • Experience with backup and recovery solutions
  • Knowledge of security best practices and threat mitigation strategie
  • Excellent troubleshooting and problem-solving skills
  • Ability to work independently and as part of a team

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Job Description

Baker & Taylor (“B&T”) is a leading global provider of physical and digital English language books and media content. The key to our success is largely dependent on the stellar ability of our Product Development & IT Services Team for developing and maintaining some of the Advanced technology platforms supporting content procurement, delivery, and analytics.

• Key Responsibilities
  • Participate in functional, exploratory, regression, user acceptance and automated test preparation and execution.
  • Assist QA lead with estimation, planning, tracking, reporting, and closure of overall testing in agile & waterfall projects.
  • Understand requirements from Product Owners and business analysts and define optimal test scope.
  • Designing, creating, customizing, and maintaining testing frameworks for automation.
  • Diagnosing and resolving server-related issues, including application errors, hardware failures, network connectivity problems, and user access issues.
  • Contribute to daily and periodic cadence with the Product owners and Onshore/Offshore Scrum teams and ensure all QA deliverables are delivered
  • Applying critical security patches and updates to the Windows operating system and server applications in a timely manner.
  • Ensure adherence to agile processes and practices.
• Skills and Qualifications
  • Bachelor’s degree in Technology or related field.
  • 6+ years in an IT Product/Services Organization
  • Exceptional time management, facilitation, and organizational skills
  • Understanding of/experience with SQA methodologies, techniques, and approaches
  • Experience with all types of testing including regression, performance, API, database, and integration testing.
  • In-depth experience with desktop and mobile application testing.
  • Hands-on testing experience with API testing tools like Postman, ReadyAPI.
  • 3+ years’ experience working in Agile frameworks (preferably Scrum/SAFE) and using Azure DevOps or similar tools to manage testing and bug tracking.
  • Coding experience with Postman, Selenium and Appium.

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