Senior Technical Analyst, Yardi Help Desk - REMOTE

SUMMARY

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 detailed-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.

KEY 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
  

OTHER DUTIES

Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL

Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.

MINIMUM REQUIREMENTS

Skills / Specialized Knowledge:

• 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 

Experience:

• 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

Education:

• 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 

Applicants must be able to pass a pre-employment drug screen.

WHAT WE OFFER

• 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! https://welltower.com/newsroom/careers/

ABOUT WELLTOWER

Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.

Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.

Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.

#LI-REMOTE