Senior Technical Analyst, Yardi Help Desk - REMOTE

Welltower • Mansfield, TX

265d • Remote

About The Position

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 detail-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.

Requirements

• 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
• 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
• 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

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

Benefits

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program - we'll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Employee Stock Purchase Program - purchase shares at a 15% discount
• Comprehensive and progressive Medical/Dental/Vision options
• And much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Funds, Trusts, and Other Financial Vehicles
• Education Level: Bachelor's degree