Application Support Analyst

The RMR Group•Newton, MA

13h•$57,000 - $77,000•Onsite

About The Position

The Application Support Analyst serves as the first point of contact for end-user support requests related to Yardi Voyager and a suite of supporting business applications. This role is responsible for triaging, troubleshooting, and resolving application issues in a timely manner, escalating complex cases to Level 2 or vendor support as needed. This role is expected to use approved AI tools as part of everyday troubleshooting and to look beyond the individual ticket — recognizing recurring business and system patterns and converting them into documentation, self-service, and automation that reduce future support demand. The ideal candidate is a detail-oriented problem solver with strong communication skills, excellent customer service skills, experience and comfort using AI tools, and a foundational understanding of property management or real estate operations.

Requirements

Associate's degree in Information Technology, Business, or a related field; or equivalent work experience
1+ years of experience in an IT help desk, application support, or end-user support role
Working knowledge of Yardi Voyager or comparable property management software (e.g., MRI, RealPage, Entrata)
Proficiency with Microsoft 365 applications, particularly Outlook, Excel, and Teams
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
Demonstrated ability to manage multiple open tickets and prioritize workload effectively
Customer-focused attitude with a commitment to delivering timely, high-quality support
Demonstrated comfort using AI assistants in a work setting, including a practical understanding of where they are unreliable and when human verification is required

Nice To Haves

Experience supporting Yardi modules such as Accounts Payable, General Ledger, Lease Management, or Residential/Commercial property management
Familiarity with ITIL framework and help desk best practices
Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk
Exposure to SQL querying or basic database concepts for data validation tasks
Experience in a real estate, property management, or financial services environment
CompTIA A+, ITIL Foundation, or Microsoft certifications a plus
Hands-on exposure to Microsoft Copilot or comparable enterprise AI tooling in a support context
Ability to recognize patterns across individual incidents and articulate the underlying system, data, or process cause
Interest in reducing support volume through documentation, self-service, and automation, rather than in ticket closure alone

Responsibilities

Serve as the first point of contact for all incoming support requests via phone, email, and ticketing system
Log, categorize, prioritize, and track all support tickets through resolution in the help desk platform (e.g., ServiceNow)
Maintain accurate ticket categorization, root-cause coding, and resolution notes; ticket data quality is what makes automated routing, trend analysis, and AI-assisted resolution possible
Meet or exceed defined SLAs for response and resolution times
Communicate clearly with end users regarding ticket status, workarounds, and estimated resolution timelines
Escalate unresolved or complex issues to Level 2 support or software vendors with thorough documentation
Troubleshoot and resolve common Yardi Voyager issues including login/access problems, charge posting errors, lease setup questions, and report failures
Assist users with navigation of Yardi modules including Accounts Receivable, Accounts Payable, General Ledger, Lease Management, and Resident/Tenant portals
Support user onboarding and offboarding in Yardi, including role assignments and security group configuration
Assist with data entry validation and correction for Yardi records under supervisor guidance
Coordinate with the Yardi system administrator on configuration questions and system updates
Document recurring Yardi issues and contribute to the internal knowledge base
Provide Level 1 support for additional business applications including, but not limited to, Yardi, Argus Enterprise, Concur, Egencia, and reporting tools
Assist users with access requests across all supported platforms
Support integrations between Yardi and third-party systems, triaging any data sync or interface errors
Assist with testing and user acceptance for system updates, patches, and new application rollouts
Use approved AI tools (e.g., Microsoft Copilot) as a standard part of daily triage — summarizing ticket history, searching knowledge, drafting user-facing responses, and suggesting probable cause
Apply judgment to AI-generated output: validate it against system behavior and documented process before acting on it or sending it to a user, and escalate rather than forward anything that cannot be verified
Identify recurring ticket patterns across users, properties, modules, and time periods, and surface them to Level 2 and application owners with supporting volume data and a proposed root cause
Convert resolved issues into reusable assets — knowledge articles, service catalog items, or self-service guidance — so that the next occurrence does not generate a ticket
Propose and help test low-complexity automations (assignment and routing rules, form validation, templated responses, Power Automate flows, virtual agent topics) that remove manual handling from repeat requests
Create and maintain user-facing how-to guides, FAQs, and step-by-step job aids
Assist in delivering basic end-user training sessions and one-on-one coaching
Document issue resolutions and workarounds to build a searchable knowledge base