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Job Description
Business Systems Support Analyst - Hybrid - Houston, TX - W2 OnlyAs a Business Systems Support Analyst, you are part of a collaborative and service-obsessed Information Technology Team. This role supports our Leasing Offices, Corporate Accounting, Central and Regional Operations, Marketing and, ultimately, our Residents and Prospective Residents. Through troubleshooting and resolving system issues within our Enterprise Property Management System, ensuring configurations and settings work in concert to facilitate business processes according to specifications, you will ensure the delivery of an optimal and frictionless End User Experience for our On-Site Leasing and Maintenance Teams, Regional and Corporate Users, and our Residents and Prospective Residents. With our growing multifamily portfolio, this role will interact with and serve Teams worldwide. In addition, this role will help with acquisitions and new development as we continue to grow our multifamily portfolio. As such, this will be a highly visible and collaborative role across the organization, requiring the ability to create and maintain strong working relationships with other Teams from the peer level up to Senior Leadership.Responsibilities include, but are not limited to:- Demonstrate the ability to learn new concepts, processes, and enterprise applications at a mastery level
- Promptly respond to requests submitted through our HelpDesk ticketing system
- Engage with End Users and Key Stakeholders to gather information, solicit requirements and design specifications for special projects and initiatives
- Capture Enhancement Requests and Issues and the track their status to resolution in our ticketing system
- Develop End User Acceptance test scripts for systems implementations
- Manage tasks across multiple initiatives and projects according to Organization-driven priorities
- Liaise between our property management solution provider and our End Users to solve problems
- Collaborate with Operations Team, Marketing, Accounting and Regional Operations Teams to on-board properties during acquisitions, new development, and 3rd party property management transactions
- Partner with Operations Team to identify training opportunities for our On-Site Teams
- Bachelors degree, or other related work experience
- Related professional certifications is a plus (i.e., PMP, DASM, ITL, etc.)
- 1-3 years experience working within a HelpDesk or Call Center environment
- Excellent troubleshooting and analytical skills
- Excellent communication skills and service-obsessed approach to End User support
- Excellent time management skills
- Solution-oriented approach to problem solving
- Proficient with MS Office 365 (i.e., Outlook, Word, Excel, PowerPoint, etc.)
- Proficient with collaboration platforms (i.e., MS Teams, Zoom, etc.)
- Experience with Smartsheet and PowerBI is a plus
- Multifamily industry experience and/or property management systems (i.e., Entrata, OneSite, Yardi, MRI, etc.) is a plus