Senior Application Support Analyst
About The Position
The Sr. Application Support Analyst is responsible for all access & provisioning duties for both financial and business applications used at the firm, as well as break/fix support to resolve any system problems, prevent disruptions, and ensure seamless performance for business users. The role provides service for CIM corporate, CIM field employees and employees of various 3rd party affiliates (OFS, OCV & Round Hill Capital). Similar duties and support are provided for licensed software as needed. Support services will include understanding each teamâs business processes, adhering to approval policies, troubleshooting reported issues and providing administrator solutions. These services may include refining processes, automating tasks, and creating uniformity within applications, as relevant. This role requires a candidate with a strong background in application support, as well as a team player and multi-tasker with a customer-orientated mindset and strong interpersonal skills (both verbal & written). The successful candidate will be flexible, adaptable, and eager to improve or automate processes to enhance efficiency while maintaining audit compliance and providing white-glove support to the team and company.
Requirements
- Bachelorâs Degree in accounting, Business, Computer Science, Information Systems, or related discipline, and, 2+ years of equivalent professional hands-on experience in application training and support, preferably with 500+ users. Or, 3+ years of equivalent professional hands-on experience in application training and support.
- 1+ years professional experience in a business systems application or business analyst role (or equivalent), preferably in real estate, investments or banking.
- Excellent documentation and professional communication skills.
- Experience with handling support tickets and delivering timely resolutions. Familiarity with Service Now (S-NOW) ticketing system is a plus.
- A self-starter with attention to detail and a desire to expand technical knowledge.
- Strong knowledge of IT-related tasks and processes.
- Strong investigation and diagnostic skills.
- Ability to align business objectives and procedures to streamline system setup.
- Proven understanding of general accounting principles as they relate to accounting systems.
- Experience working in software support and system administration.
- Competency in Property Management Accounting and AP/AR concepts.
- Highly effective written and verbal communication skills.
- Proficiency with MS Office or related productivity suites.
- Ability to write basic SQL queries and a general understanding of SQL concepts is a plus.
Nice To Haves
- 1+ year of software implementation and project management experience.
- Experience with administration of Yardi, Emburse, Docusign, Salesforce and/or Tenrox strongly preferred.
- Experience creating system documentation is strongly preferred.
- Experience with Yardi Voyager 7s & itâs Elevate integration products a plus.
- Experience in writing training manuals is a plus.
- Strong background in service awareness, IT Infrastructure Library (ITIL) certification is a plus.
- Experience with admin tools such as DataLoader and Workbench a plus.
- Experience with Salesforce administration is a plus.
- Experience with Microsoft Power Automate is a plus.
Responsibilities
- Deliver help desk break/fix support, including timely resolution and end-to-end communications for applications such as Yardi Voyager 7s (and integrations including Elevate, Marketplace & Deal Manager), Argus, AvidXChange, BNA, Chatham, Canva, Docusign, Emburse, Monday.com, Tenrox, Salesforce, Workiva and other core applications as needed.
- Perform application access & provisioning duties, including new user setup, periodic updates, and access terminations. Additionally, conduct user access reviews, modify permissions, creates/configures reports, and investigate error messages to determine and resolve root causes.
- Assist users in learning, navigating, and using the various modules within application systems. Coordinates with Product team to create user-friendly training materials for systems and CIM processes.
- Troubleshoot and resolve application issues, including system performance, bugs and errors. Escalate issues to vendor support as appropriate.
- Monitor integrations between systems and follow up on related errors and issues though resolution.
- Assist in data maintenance and cleanup projects.
- Assists in creating & maintaining application support & IT guidelines documentation. Develop and maintain department documentation related to application FAQs, routine procedures and/or automation.
- Work closely with the product team to develop and roll out system improvements, new processes, and training intended to improve business operations and maximize system utilization and compliance.
- Debug technical issues by delivering timely fixes while also proposing and/or working on scalable long-term solutions.
- Monitor deliverables and ensure timely completion of support tickets and projects.
- Perform additional tasks or duties, as assigned.
Benefits
- A variety of Medical, dental, and vision benefit plans
- Health Savings Account with a generous employer contribution
- Company paid life and disability insurance
- 401(k) savings plan, with company match
- Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave
- Up to 16 hours of volunteer time off
- Up to 16 weeks of Paid Parental Leave
- Ongoing professional development programs
- Wellness program, including monthly and quarterly prizes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
