Customer Experience Business Systems Analyst

Title: Customer Experience Business Systems Analyst

Department: Customer Experience

Status: Full Time

Office

Location:

Webbs Norman Center

Reports To: Customer Experience & Risk Manager

FLSA Status: Exempt

Serves as the technical backbone of the Customer Experience department by managing, configuring, and optimizing the Park District’s registration and point‑of‑sale systems. This role bridges technology and customer service, translating complex system needs into practical solutions by providing advanced system support, staff training, and process improvements to enhance efficiency and the overall customer experience.

• Support and ensure a culture of diversity, equity, inclusion, and belonging.
• Establish and maintain a high level of citizen confidence.
• Demonstrate the principles of One Team, One Goal in daily interactions with staff and guests.
• Assist with establishing and maintaining exceptional relationships with internal team members and external stakeholders.

• Manage and configure the Park District’s registration systems (activity registration, league scheduling, facility reservations, rentals, trips, ticketing, inventory, memberships).
• Serve as the primary Rec Trac 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.
• Assist with staff training on Rec Trac, Lightspeed, and Square, ensuring users are proficient.
• Provide ongoing support and integration for platforms like Rec Trac, Lightspeed, and Square.
• Analyze system performance and implement improvements to enhance efficiency and user experience.
• Support point‑of‑sale systems including hardware, software, and support questions.
• Provide support to the Customer Experience team and Webbs Norman Center reception area as needed.
• Help manage seasonal locations online for the new season.
• Research, evaluate, and recommend methods to improve processes and procedures.
• Work closely with the Customer Experience Manager and Information Services team on user assistance.
• Request and submit developments and enhancements for the registration software.
• Regularly assess entered data and recommend changes as necessary.
• Assist with upgrades in collaboration with the Information Services team.
• Keep current on developments and future releases of the registration software.
• Provide off‑hour support as needed and cover the on‑call schedule.
• Support Jotform administration for form creation, updates, and integrations.
• Assist with donation fulfillment processes, including internal tracking and reporting.

• Maintain knowledge of operational safety procedures; attend safety‑training programs.
• Attend relevant management development training and mandatory district‑wide policy trainings.
• Report all accidents, incidents, and unsafe conditions in a timely manner and complete reports.

• Prepare and analyze reports for supported systems throughout the Park District.
• Collaborate on development of business intelligence dashboards.
• Create and maintain documentation related to business software processes.
• Communicate relevant trends and anticipated operational conditions.
• Assist with reviewing the Activity Trial Balance monthly.

• Responsive to departmental needs, accepting additional responsibilities as required.
• Establish and maintain exceptional relationships with all internal team members and external stakeholders.
• Participate in internal and external committees as assigned.
• Promote the One‑Team, One‑Goal philosophy.
• Maintain ability to work nights, weekends, and holidays as needed.
• Take a proactive approach to safety and risk management.
• Maintain excellent understanding of Park District programs and facilities.

• Ensure technical solutions meet or exceed customer expectations.
• Provide quality customer service to all patrons, guests, and other employees.
• Foster an environment of customer‑focused service.
• Ensure confidentiality of sensitive issues.
• Ensure security measures are in place for sensitive customer data.
• L…