Recreation Software Administrator; PFT; CUPE

Overview

Located in the heart of Southwestern Ontario, Norfolk County is where big vision meets unlimited potential.

As one of Ontario’s largest single-tier municipalities and home to over 70,000 people, Norfolk is bold, diverse, and proudly local - a municipality that thrives on innovation, collaboration, and connection. Here, you’ll find endless opportunities to grow your skills, expand your ideas, and shape your career.

As a Recreation Software Administrator, you’ll manage and optimize recreation systems, ensuring reliable access for program registrations, facility bookings, and customer services. Your work will enhance user experience, support staff operations, and strengthen efficient, high-quality service delivery across Norfolk County’s recreation programs.

Big vision. Real opportunities. Unlimited potential. That’s Norfolk.

• Act as a liaison with internal departments, external agencies, vendors, and software partners to support Xplor Recreation (Perfect Mind), ENCORE, Swim Gen, Past Perfect and related systems.
• Oversee, configure, and maintain the Xplor Recreation (Perfect Mind) system, including XR Mobile App, database structure, backend processes, user management, payment review, reporting, and change management.
• Support program registration and front desk operations as required.
• Develop, customize, prepare, maintain, and summarize reports using Smart Client and other reporting tools.
• Develop and maintain documentation for system requirements, workflows, processes, guides, and application development.
• Support and manage auxiliary equipment and integrated hardware (e.g., Point of Sale equipment, scanners, card readers) related to recreation software systems.
• Assist with internal and external audits of recreation software systems and associated data and supports system performance evaluation and improvement initiatives.
• Coordinate business process improvements and service delivery enhancements that support effective registration, facility bookings, memberships, passes, Point of Sale, subsidies, and online services.
• Coordinate and enhance daily front‑desk and client service operations as they relate to recreation software and customer experience.
• Develop, deliver, and maintain a comprehensive annual training program for staff and new hires on recreation software systems and related customer service processes.
• Develop and implement quality assurance standards and service delivery benchmarks related to recreation software use.
• Collaborate with Finance and Information Technology Services on reconciliations, equipment purchasing, system integrations, and the development of new or revised financial and operational processes.
• Complete daily, monthly, and annual financial reconciliations; assist with cash handling procedures, refunds, credits, adjustments, deposits, and monitoring of outstanding customer balances.
• Coordinate website content updates and maintenance in collaboration with the Communications Department.
• Support the Facility Booking Clerk and provide backup support to customer service and facility booking functions as required.
• Provide escalated support for customer inquiries, online registration assistance, complaint resolution, and issue escalation in a professional manner.
• Maintain and update client records and databases, ensuring accuracy and integrity of customer information.
• Participate in industry meetings, committees, conferences, and forums to maintain current knowledge of recreation software trends and best practices.
• Model and practice HIGH FIVE®–Principles of Healthy Childhood Development and Principles of Healthy Aging.
• Other duties as assigned.

• Completion of a two-year college program in Recreation and Leisure studies, sports management, business administration, information technology or a related program.
• Minimum of three (3) years of relevant experience, including a combination of experience working with Xplor or related recreation management software as well as experience in customer service.
• Experience developing and delivering training programs for staff and system users.
• Experience in leading change and deploying business improvement.
• Co…