Customer Experience Business Systems Analyst

• Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Rockford Park District.
• Establish and maintain a high level of citizen confidence.
• Demonstrates the principles of One Team, One Goal in daily interactions with staff and guest.
• Assist with establishing and maintaining exceptional relationships with internal team members and external stakeholders.

Operational Excellence

• Manage and configure the Park District's registration systems, including activity registration, league scheduling, facility reservations, rentals, trips, ticketing, inventory, and memberships. Troubleshoot and resolve system issues promptly as the primary contact for any RecTrac software issues.
  
• Serve as the primary RecTrac contact, overseeing advanced configurations, troubleshooting, and resolving complex system issues.
  
• Responsible for managing and updating the District’s pricing database.
  
• Execute all scheduled registration system processes and ensure smooth daily operations.
  
• Assists with the training of staff on the use of RecTrac, Lightspeed, and Square as needed, ensuring users are proficient and confident in system operations.
  
• Provide ongoing support and integration for platforms like RecTrac, Lightspeed, and Square
  
• Analyze system performance and implement improvements to enhance efficiency and user experience.
  
• Supports point-of-sale (POS) systems including hardware, software, and support questions
  
• Provide support to Customer Experience team and Webbs Norman Center reception area as needed.
  
• Helps to manage bringing seasonal locations online for the new season
  
• Researches, evaluates and provides recommendations on methods to improve processes and procedures to increase efficiencies and improve the customer experience.
  
• Works closely with the Customer Experience Manager and Information Services team on assistance to users in obtaining optimum utilization of registration software.
  
• Request and/or submit developments and enhancements for the registration software to the Customer Experience Manager.
  
• Regularly assess the data that is entered into the database by staff and recommend changes as necessary and appropriate.
  
• Work directly with the Information Services team to assist with upgrades.
  
• Keep current on the developments and future releases of the registration software.
  
• Provide off-hour support as needed.
  
• Coverage of On-Call schedule.
  
• Supports Jotform administration by assisting with form creation, updates, and system integrations as needed.
  
• Assists with donation fulfillment processes including internal donation tracking and reporting.

Compliance

• Maintains working knowledge of operational safety procedures. Attends safety-training programs and in-services as required for continued development
  
• Attend pertinent management development training and mandatory annual District-Wide Policy and Procedure trainings.
  
• Report all accidents, incidents and unsafe conditions in a timely manner and complete accident and incident reports.

Documents/Reports

• Prepares and analyzes reports for supported systems throughout the Park District; including regular registration, sales and other related reports.
  
• Works closely with team members for the development of business intelligence dashboards
  
• Creates and maintains a variety of documentation related to business software processes for opening season-dependent operations
  
• Communicates relevant trends and or anticipated positive or negative operational conditions that may impact the Rockford Park District
  
• Assists with reviewing the Activity Trial Balance monthly, correcting any inaccuracies and discuss all areas of concern with the appropriate staff/facility manager.

Teamwork

• Responsive to the needs of the department by accepting additional responsibility or assisting others. Willing to adjust work schedule to accommodate changing priorities.
  
• Establish and maintain exceptional relationships with all internal team members and external stakeholders.
  
• Actively participates in internal and external committees as assigned.
  
• Actively promotes the One-Team, One-Goal philosophy
  
• Maintain the ability to work nights, weekends, and holidays to meet the needs of the operation.
  
• Maintain a proactive approach to safety and risk management. Participate in the creation, implementation and evaluation of sound risk management policies and procedures.
  
• Maintains excellent understanding of Rockford Park District programs and facilities.

Customer Satisfaction

• Ensures technical solutions meet or exceed customer expectations
  
• Provides quality customer service to all patrons, guests, and other District employees.
  
• Foster an environment of customer-focused service to both internal and external customers
  
• Ensure confidentiality of sensitive issues
  
• Ensure that appropriate security measures are in place for the collection and transmission of sensitive customer data including credit card transactions and household accounts.
  
• Participates in and or leads effective problem-solving techniques and solutions
  
• Quickly and effectively solves customer problems that ensure total satisfaction by receiving and responding to internal/external customer’s questions and concerns including acting as primary contact for help desk.
  

Associate's Degree in Information Technology, Business, or a related field, or equivalent work experience. Minimum of 2-3 years of experience in a customer-facing operations or recreation environment. Experience administering or supporting enterprise registration, point-of-sale, or facility management software systems

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Understanding of Park District registration software (RecTrac)
  
• Excellent problem solving and critical thinking skillsKnowledge of training development and delivery methods
  
• Be able to establish priorities, plan, and accomplish established goals
  
• Outstanding written and verbal communication skills
  
• Advanced knowledge of Microsoft Office 365
  
• Understanding of databases such as SQL
  
• Strong understanding of point-of-sale hardware
  
• Basic knowledge of accounting and business concepts
  
• Understanding of facility operations and how it applies to software implementation and configuration
  
• Ability to use logical thinking to solve problems
  
• Attention to detail, timely and accurate
  
• Ability to communicate with users in simpler, lay terms
  
• Work effectively with other District employees, partners, vendors, donors, and volunteers
  
• Ability to professionally network and publicly represent the district
  
• Have a team orientation approach when working with others
  
• Ability to travel as needed and maintain a valid driver’s license
  
• Working knowledge of data privacy principles and secure handling of sensitive customer information, including payment card data

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Medium Work:

• • Exerting up to 20 pounds of force occasionally.
  • Exerting up to 10 pounds of force frequently.
  • Exerting a negligible amount of force constantly to move objects.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a typical office environment

The Rockford Park District offers an extensive benefits package designed to support employees' health and wellness, financial security, and overall work-life balance. Key highlights include:

Health & Wellness

• Health Insurance: Choose from three PPO Plans administered by BlueCross/BlueShield of Illinois, including a High Deductible Health Plan (HDHP) with an option for a Health Savings Account (HSA).
• Dental Insurance: Coverage through BlueCross/BlueShield, with a $2,000 individual annual maximum.
• Vision Insurance: Provided by EyeMed, offering discounts on frames, lenses, and other vision services.
• Wellness Program: Empower Health Services offers a variety of programs and resources to support employee well-being, including wellness challenges and health resources.
• Employee Assistance Program: Confidential counseling and support for personal and work-related challenges through SupportLinc.

Financial Security

• Retirement Plans: Illinois Municipal Retirement Fund (IMRF) pension with voluntary additional contributions & optional 457(b) deferred compensation.
• Life Insurance: Employer-paid life & AD&D (2x salary, up to $300K) plus optional voluntary coverage
  
• Critical Illness & Accident Insurances: Provides financial support by covering out-of-pocket costs for covered critical illnesses and offering optional accident insurance for additional protection.
  
• Tax-Free Accounts: HSA (with HDHP) & FSA for medical and dependent care expenses
  
• Employee Crisis Fund: Provides financial assistance of up to $2,500 for unforeseen emergencies such as medical crises, loss of a primary residence, or a family tragedy. Repayments are made through bi-weekly payroll deductions with flexible terms.

Paid Time Off: Vacation, Sick Leave, Holidays, Personal Days, Bereavement, and various leave programs.

Additional Perks

• Employee Participation Program: Use for District programs or passes including: Nicholas Conservatory & Gardens, Golf Membership, or up to $400 on a card to use throughout Park District facilities.
  
• Exclusive Discounts: Local partners, safety shoe reimbursement, and more
  
• Unique Benefits: Legal, identity theft, and pet insurance options

This robust benefits package reflects the District’s commitment to fostering a supportive and rewarding workplace.