Application Support Analyst at Careers in US-MA-Newton

Job description

• 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.

Responsibilities

• Help Desk & Ticket Management
• 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
• Yardi Voyager Support
• 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
• Business Application Support
• 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
• AI-Assisted Support & Automation
• 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
• Documentation & Training
• 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

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
• 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

Skills

Required

• Customer-focused attitude

Preferred

• Experience supporting Yardi modules
• Familiarity with ITIL framework

Benefits

• The RMR Group offers an extensive total rewards package to ensure that your benefits align with your needs. Employees who work at least 21 hours per week are eligible to participate in The RMR Group’s benefits plans, including:
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Health Savings Account (HSA) & Flexible Spending Plans (FSA)
• 401(k) Plan with Employer Match
• Holidays, Vacation & Sick Time
• Parental Leave
• Tuition Assistance
• Matching Gift Program
• Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance
• The estimated base compensation range for this position is $57,000 to $77,000 per year. RMR considers several components including an individual's skills, qualifications, experience, internal equity, and market data