Top 2 Help desk analyst Jobs in Rockford, Il

Customer Experience Business Systems Analyst
ROCKFORD PARK DISTRICT —Rockford, IL
- $59,508.80 - $89,252.80 a year
- Weekends as needed
- Research
- Mid-level
- Office
- Wellness program
- Health savings account
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13d

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Customer Experience Business Systems Analyst

ROCKFORD PARK DISTRICT -
Rockford, IL

Quick Apply

Job Details

Full-time
$59,508.80 - $89,252.80 a year
13 days ago

Benefits

Wellness program
Health savings account
457(b)
AD&D insurance
Health insurance
Dental insurance
Flexible spending account
Paid time off
Employee assistance program
Vision insurance
Life insurance
Pet insurance

Qualifications

Customer communication
Job-specific skills training (staff training program)
Employee relationship building
User training (technical support)
Technology security practices
Driver's License
Computer hardware
Data Security (Data management)
Accounting
Productivity software
Training & development
Database software proficiency

Full Job Description

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

Position Description

Serves as the key connector between technology and people, translating complex registration and point-of-sale systems into practical, everyday solutions for frontline staff and patrons. This role requires both technical fluency and the judgment to know how systems decisions affect real operations and the customer experience. Through hands-on system management, staff training, site visits, and continuous process improvement, this position drives efficiency and strengthens relationships across the District.

ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES

Agency Vision

To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.

Agency Mission

The Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system.

Vision & Planning System

The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.

Policy Management & Operations System

Every team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.

Leadership by Values System

Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.

Diversity, Equity, Inclusion and Belonging Statement

The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.

RELATIONSHIPS TO RESULTS CULTURE

Definition

Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.

ONE TEAM, ONE GOAL COMMITMENT

Definition

To work together to achieve the mission, vision, and shared values of the Rockford Park District.

Connectedness

Departments are truly interconnected to support the mission and vision of the Rockford Park District.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned

Leadership by Values

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.
Ensure uninterrupted daily operations by executing all scheduled registration system processes
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.
Streamline data collection and workflows by administering Jotform including form creation, updates, and system integrations
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.
Drive data tracking and metrics reporting across core systems, translating raw data into clear insights for staff and leadership

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.

Education/Experience

Associate's degree in Business, Information Technology, Communications, or a related field, or equivalent work experience. Minimum of 2-3 years of experience in a customer-facing operations, business process, or recreation environment. Experience with registration, point-of-sale, or CRM-type software systems preferred; RecTrac experience a plus.

Critical Skills, Knowledge, and Abilities

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

Physical Requirements

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.

Work Environment

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

Benefits

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.

Quick Apply

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Customer Experience Business Systems Analyst

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