The Senior Technical Analyst, Yardi Help Desk is an experienced and dynamic team player who will be on the front line of support for stakeholders using the Yardi Senior product suite. The ideal candidate possesses the ability to work cross-functionally, be detailed-oriented to provide advanced technical support to stakeholders, troubleshooting complex issues, leading escalations, and ensuring efficient resolution of technical problems. The Senior Technical Analyst, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company’s overall business strategy.
KEY RESPONSIBILITIES
Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
Provide expert-level technical support for escalated help desk issues
Troubleshoot complex issues and offer solutions across different modules within the Yardi Senior product suite
Owns and manages high-priority or escalated incidents to resolution, ensuring that issues are tracked, communicated effectively to stakeholders, and resolved in a timely manner
Responds to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat
Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction
Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk)
Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence
Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction
Collaborates with internal support teams to resolve challenges
Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
Develops regular and thorough status communications for senior leadership and stakeholders
Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions
OTHER DUTIES
Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL
Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS
Skills / Specialized Knowledge:
Ability to manage portfolios of work
Solid understanding of project management and agile practices, with the ability to teach and coach others
Keen ability to engage and work with different teams
Strong interpersonal, conflict management, and communications skills
Effective documentation and reporting skills
Experience:
At least 5 years of experience in technical support, help desk, or IT roles, with at least 2 years in a senior capacity
Strong knowledge of the Yardi Senior product suite is highly preferred
Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)
Proficient troubleshooting skills with a solid understanding of web-based applications, SaaS products, and general IT systems
Strong knowledge and expertise with property management software (Yardi) or experience in the senior housing industry is a plus
Project Management and Technical Support experience
Education:
Bachelor’s degree in computer science, information technology, or related field, or equivalent work experience
Relevant certifications (ITIL, Help Desk Management) are a plus
Agile, Six Sigma, or PMP certification strongly preferred
Applicants must be able to pass a pre-employment drug screen.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
