Application Support Analyst

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Application Support Analyst Jobs

As an Application Support Analyst, you will play a crucial role in ensuring the smooth functioning of various software applications within an organization. Your responsibilities will include troubleshooting issues, providing technical support, managing incidents, and analyzing system performance. This role offers opportunities for growth as you work closely with IT teams to enhance software functionality and user experience. With a strong focus on problem-solving and technical expertise, Application Support Analysts are in demand in the IT industry. The average salary range for this role is $60,000 to $80,000 per year, with potential for higher earnings based on experience and skills. To excel in this role, proficiency in software applications, database management, and strong analytical skills are essential. Balancing work-life commitments and the potential for career advancement make this role a rewarding choice for IT professionals.

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Workplace Type

Onsite

Job Title

Application Support Analyst

140 Kendrick Street, Building C West, Suite 201, Needham, MA 02494, US

Specialties

Maintenance, Critical Environments, Janitorial, Grounds & Landscaping, Moving, Office & Mailroom, Operations & Maintenance, Preventive Maintenance, Predictive Maintenance, Energy Management, Cleaning, Green Cleaning, Internet of Things, IoT, Safety, Energy Use, Fluid Management, Badging, and Automation

The Application Support Analyst provides critical client support at the Global, Regional, and Property/Entity levels. This role focuses on ensuring the effective use of enterprise systems such as Yardi Voyager, Nexus (Bottomline), MRI, and related applications. As the primary point of support for these technologies, the analyst serves as a subject matter expert, providing guidance on system functionality, resolving complex issues, delivering high-quality client software support within defined budgets and SLAs and promoting best practices for accurate and efficient accounting processes. By collaborating with cross-functional teams and stakeholders, the Technology Solutions Analyst drives operational excellence, system optimization, and a seamless user experience across the organization.

* Monitor and manage the ServiceNow queue, ensuring timely response to client requests * Resolve AP/AR transactional issues across supported modules and business functions * Validate and support Analytical/Custom/Scheduled/Standard report issues * Resolve request requiring programming language (SQL) data fix packages * Configure system settings: Attribute, Button Setup, Custom Tables, Lookups, Procurement, Tasks * Provide compliance audit reports: SOC1, AC18, UAR * Perform data imports/exports for client onboardings, transitions and on-demand projects * Support object-related issues: bank, contact, lease, property, tenant, user, vendor, workflow * Validate and advise on employee/user setup access and permissions issues * Perform baseline (ADO) and system maintenance: account tree, charge code, chart, GL, job type * Lead and facilitate the daily Change Management (CHG) deployment process * Collaborate with Dev Team to organize/deploy Prod Release items and document outcomes * Work with Platform, Design, and Dev teams to optimize system performance * Communicate systemwide updates, product enhancements, and Support projects to user base * Create and maintain ServiceNow Knowledge Articles (KBAs) for Global Service Desk (GSD) use * Provide guidance on best practices for standard system operations and procedures * Troubleshoot system errors and analyze data anomalies to ensure operational continuity * Liaise with third-party vendors and support teams to resolve escalated issues * Identify and communicate opportunities for system optimization and user training * Analyze service request trends and collaborate with clients to reduce recurring incidents * Prepare and interpret client metrics and status reports * Engage stakeholders to support resolution of business challenges * Provide support on additional tasks and projects as required

Position Requirements:

* 2-3 years support experience - Nexus (Bottomline) / MRI / Yardi Voyager 7S * Fluency in SQL programming language * Strong knowledge of Microsoft Excel, including formulas, pivot tables, and data analysis tools * General accounting knowledge * 1+ year of experience supporting accounting or real estate software * Bachelor's Degree (preferred)

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.