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Application Support Analyst

4 months ago

Los Angeles, California, United States CIM Group Full time

POSITION PURPOSE:

The Application Support Analyst is responsible for performing duties relative to fixing application and system problems which includes addressing any incident that is disrupting the application that business users depend upon; primarily, in regards to Yardi, Certify, Docusign, Salesforce and Tenrox; though support of additional applications will be requested on an as needed basis. The role requires a strong background in application support and IT business analysis. This role also requires someone who is a team player with a customer oriented-mindset and good interpersonal skills; has strong verbal and written communication skills; is flexible, eager to learn and quick to pick up new skills; who can take ownership of the duties and responsibilities associated with the role; and who has a desire to fill their role in making the support team more efficient, maintaining audit compliance & providing white glove support to the team and company.

ESSENTIAL FUNCTIONS:

  • Delivers key support/help desk support to CIM corporate employees, CIM employees in the field and 3rd party users primarily for Yardi Voyager & Yardi integration systems (Elevate, Marketplace & Kube) as well as Certify, Docusign, Salesforce and Tenrox related issues.
  • Performs user administration duties: including new user set up, user account maintenance, security role and permissions, password reset, etc.
  • Assists users in learning, navigating and using the various modules within the application systems.
  • Troubleshoots various problems related to the applications including, but not limited to, system performance, bugs, and system errors.
  • When appropriate, escalates issues and coordinates with the vendor Help Desk to resolve them.
  • Monitors integrations between systems and follows up on related errors and issues, following them through to resolution.
  • Assists in data maintenance and data cleanup projects.
  • Assists in creation & maintenance of application support & IT Guidelines documentation.
  • Coordinates with Onboarding Team to create user-friendly training materials for various systems and CIM processes.
  • Works closely with the business systems analysts and project managers to develop and roll out system improvements, new system processes and procedures and training intended to a) improve business processes and b) maximize both system utilization and compliance of various applications.
  • Additional tasks or duties, as assigned.

TECHNICAL SKILL REQUIREMENTS:

A strong knowledge of IT related tasks and processes.Knowledge of Yardi, Certify, Docusign, Salesforce or Tenrox strongly preferred.Experience with Yardi Voyager 7s & it's Elevate integration products a plus.Strong investigation and diagnostic skills.A strong background in service awareness, with IT Infrastructure Library (ITIL) certification a plus.Ability to write basic SQL database queries and a basic understanding of SQL concepts is a plus.Ability to correlate the use of business objectives and procedures to streamline system setup.A good understanding of general accounting principles as they relate to accounting systems.Experience working in software support and system administration.Experience in creating system documentation strongly preferred.Experience in writing training manuals a plus.Experience or competency in Property Management Accounting and with Accounting based AP/AR concepts. Highly effective written and verbal communication skills are required.Proficiency with MS Office, or related office productivity suite is required.

COMMUNICATION SKILL REQUIREMENTS:

Ability to read, analyze and interpret complex agreements.Ability to communicate effectively, both in writing and verbally.Ability to read and comprehend simple instructions, short correspondence and memos.Ability to write simple correspondence and/or reportsAbility to effectively present information to customers, clients and other employees of the organization.Ability to develop and deliver training materials in a clear and concise fashion for a broad audience

MATHEMATICAL SKILL REQUIREMENTS:

Ability to add, subtract, multiply and divide.Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.

REASONING SKILL REQUIREMENTS:

Highly analytical and detail oriented.Deadline-driven, with demonstrated ability to manage multiple tasks.Ability to work independently and to proactively evaluate and address work opportunities within the area of responsibility.Ability to apply common-sense understanding to carry out instructions.Ability to solve practical problems.

PERFORMANCE METRICS:

Accuracy in work product.Timeliness in completion of work product.Feedback from clients, peers, customers and other key contacts on effectiveness of the incumbent.

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

  • BA/BS in Accounting, Computer Science or equivalent of minimum 1 year of "hands on" experience in application training and support. (required)
  • A minimum of 1 year of experience as a business analyst, or a minimum of 1 year in an equivalent role. (required)
  • A minimum of 1 year of software implementation and project management. (preferred)

What CIM offers

CIM offers an enriched benefits program as well as a wide range of resources for eligible employees to thrive both inside and outside of work. Some of our benefits include:

Medical, dental, and vision

Company-subsidized Health Savings Account

Company paid life & disability

Pre-tax savings accounts

401(k) match

Competitive vacation policy

Additional voluntary benefits

Paid time off for community service

Paid Parental Leave: Up to 12 weeks

Actual base salary considers several factors including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. The role is considered non-exempt so will be eligible for overtime pay in accordance with federal and state law. At CIM, this role has the potential to receive a discretionary bonus in addition to base salary. The anticipated base pay range for the position in Los Angeles is $ $40.90 per hour.

How We Feel About Diversity and Inclusion

CIM Group is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

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CIM does not accept unsolicited resumes from Agencies. Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid. If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.