Systems Analyst

Summary

The Systems & Integrations Analyst is responsible for owning and managing the technical support ticket queue across corporate and property operations. This role ensures timely, accurate, and well-documented responses to systems-related issues while maintaining system administration, data integrity, and cross-platform integrations.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for support tickets related to Yardi, RealPage, data, reporting, and system integrations
• Troubleshoot and resolve system and data-related issues, escalating complex problems to the Director of Information Systems as needed
• Assign IT and hardware-related tickets to the Technical Project Coordinator for appropriate handling
• Track and report on key ticket metrics such as volume, type, resolution times, and recurring trends
• Identify recurring technical issues and recommend configuration or process improvements
• Maintain detailed, accurate solution documentation within the IT knowledge base
• Administer user accounts, system configurations, and permissions across corporate and property platforms
• Develop and automate reports and dashboards that reduce recurring ticket volume and support data-driven decision-making
• Collaborate with internal departments and on-site teams to provide proactive training and technical support
• Coordinate with the Technical Project Coordinator to communicate system changes and provide ticket-handling training

Core Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical: Breaks down complex problems and synthesizes actionable solutions using data.
• Problem Solving: Proactively identifies issues, develops solutions, and follows through to resolution.
• Written Communication: Clearly documents troubleshooting steps and technical solutions.
• Organizational Support: Maintains documentation standards and aligns with IT operational goals.
• Adaptability: Adjusts strategies and responses in dynamic, fast-paced environments.
• Attendance/Punctuality: Maintains reliability in attendance and responsiveness.

Supervisory Responsibilities:

N/A

Education and Experience:

• Associate's degree in Information Systems, Computer Science, or related field, or equivalent work experience
• Minimum of 3 years of experience in system support, administration, or technical ticket management
• Extensive experience with the Yardi platform is required, including system configuration, custom reporting, platform integrations, and support for Yardi-based solutions across operational teams
• Familiarity with enterprise ticketing systems and property management platforms (e.g., Yardi, RealPage)

Qualifications:

Preferred Skills:

• Experience with SQL queries and report automation
• Familiarity with integration tools and APIs
• Understanding of property operations and reporting needs
• Strong documentation and knowledge base management skills

Basic Skills:

• Active Listening: Ability to fully understand and process information.
• Speaking: Effective verbal communication skills.
• Reading Comprehension: Ability to interpret written documents accurately.
• Critical Thinking: Skill in evaluating alternatives and solutions.

Social Skills:

• Service Orientation: Demonstrates a willingness to help and serve others.
• Social Perceptiveness: Recognizes and understands others’ reactions.
• Coordination: Ability to synchronize actions effectively with team members.

Computer and Electronics:

• Navigation: Proficient in using enterprise systems, platforms, and integrations.
• Spreadsheets: Skilled in Excel and report automation.
• Software: Familiarity with Microsoft Office, ticketing systems, and analytics tools

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Prolonged periods sitting at a desk and working on a computer
• Ability to lift to 15 pounds occasionally
• Occasional need to visit property sites for system support or training
• Must be able to communicate clearly in person, by phone, and over video conferencing platforms

Other:

Reliable transportation may be required to support property site visits as needed. Remote work flexibility is available based on departmental needs and system access requirements.