Operations Systems Support Analyst

YMCA of Metropolitan Atlanta
United States

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.



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.


  • 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 CRM or ERP platform
  • In-depth knowledge of the Traction Rec and/or Spirit platform and its modules, functionalities, and capabilities
  • Strong understanding of business processes related to the organization's operations and how they can be optimized using Traction Rec or Spirit
  • Proficiency in gathering business requirements, documenting functional specifications, and creating user stories
  • Experience in configuring and customizing Traction Rec, including workflows, automations, reports, and dashboards
  • Familiarity with data management, data analysis, and data migration within the Traction Rec platform
  • Excellent analytical, problem-solving, and communication skills
  • Ability to collaborate effectively with stakeholders at all levels of the organization


  • Bachelor’s degree in computer science, Information Systems, Business Administration, or a related field
  • 5+ years of experience as a operations analyst
  • Traction Rec certifications or relevant Salesforce certifications are a plus
  • Certifications: Microsoft and/or other certifications a plus
  • Other certifications a plus
  • CAPS (Childcare and Parent Services)
  • Azure Data Factory a plus
  • Knowledge about the YMCA Movement
  • PowerBI and SQL a plus
  • Mobile web and/or mobile apps is a plus
  • PowerShell, SSO a plus
  • Intune a plus
  • Forms, Flow, Automate a plus
  • Other certifications a plus

Physical requirements include frequent standing, sitting, walking, lifting 20-50 lbs., reaching and manual dexterity skills to operate computer.  Occasionally may stoop/squat, crawl/crouch, pull/push, twist trunk/neck climb, and grasp or squeeze with right and left hard in completing required tasks of position.  Communications skills necessary for this position include writing, speech, vision, hearing and reading comprehension.

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

Employment Requirement: 

  • Ability to pass a pre-employment background check including Criminal Record check, Drug Screening and motor vehicle record (MVR) according to company policy.
  • Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.



YMCA Leadership and Learning Center

This job is closed.