Operations Systems Support Analyst

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state. 

At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

 

NATURE AND SCOPE:

Under the direct supervision of the Senior Leadership of Program Development, the Operations Systems Support Analyst will direct the association’s internal support and serve as a functional super user and technical specialist for the systems that support the YMCA’s programs operations. This critical role will work to identify opportunities to improve systems and business processes, helping the association to provide stellar member experiences.

RESPONSIBILITIES (including, but not limited to):

• Responsible for data, management, reporting, and handling support requests from front line users and department leads.
• Support and collaborate with finance and operation teams of association program registration, including but not limited to third party pay, CAPS, funding sources and financial assistance.
• Responsible for Association third party pay or registration and management process through Traction Rec and vendor software system.
• Enhance existing program registration processes in accordance with standard best operating procedures and YMCA baselines.
• Build and refine documentation to support the user community.
• Collaborate with Operations leadership and IT Services to identify improvements for front line system users as well as program member experiences.
• Maintain up-to-date knowledge of deployed systems and end-user tools within scope of responsibility.
• Manage feature request and priority list for ongoing improvements and enhancements and deployment timeframe.
• Participate in projects to acquire, install, maintain / upgrade and repair the environment.
• Assist in software releases and rollouts according to best practices.
• Build rapport with front-line users of supported systems, developing best in class customer service.
• Escalate incidents with accurate documentation to suitable IT team member, operations lead or vendor and stay engaged to ensure timely resolution.
• Maintain system configuration policies, workflows and standard reports and provide documentation and expertise, as needed.
• Assist with program setup and configuration updates as needed.
• Assist with the integration of system/rollout of Salesforce.
• Provide end-user support and documentation to ensure effective adoption of Traction Rec and maximize user satisfaction and productivity.
• Stay updated with the latest features, best practices, and industry trends related to Traction Rec, and propose innovative solutions and improvements for ongoing system enhancements.
• Investigate and resolve problematic activity and put corrective actions into place within SLA targets.
• Promptly inform management of any critical issues, especially inappropriate computer hardware or software use, so systems are not abused, and the organization’s integrity is not compromised.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Research solutions through internal and external sources and maintain knowledgebase.
• Maintain system configuration policies, workflows and standard reports and provide documentation and expertise, as needed.

REQUIREMENTS:

• Associate degree in computer science, Information Systems, Business Administration, or a related field and 1+ years of technical experience OR 3 years of technical super user or trainer experience
• 2+ years of experience in one or more of the following Traction Rec, Spirit or similar C