ABOUT THE ROLE The Yardi Systems Analyst is responsible for supporting the technical administration, configuration, and integration of the Yardi Voyager platform and its associated modules. The associated modules and functionalities include: Accounting, Core, CheckScan, Monthly Billing Ledger, Managed Services, P2P, Invoices, Workflow Approvers for property contacts, Medicaid Voyager Services and Service Rate Escalations, VendorCafe, CRM, Rent Cafe, Wellness, MIQ, Senior IQ, EHR , Aspire, and YardiOne User Account Management. This role plays a key part in implementing new modules, supporting integrations, customizing reports, and maintaining security.
The Analyst will collaborate with business units to deliver efficient, best-practice solutions, minimize unnecessary customizations, and maintain alignment with system and business requirements. Strong skills in data analysis, reporting, and project coordination are essential.
KEY RESPONSIBILITIES - Support technical administration of the Yardi Voyager system across the organization in the respective modules. Assist in planning, designing, and implementing Yardi solutions that align with business needs and industry best practices.
- Participate in current implementation efforts and assist senior team members in preparation for the targeted go-live date.
- Develop an in-depth understanding of system design decisions, data structure, reporting requirements, and processes. Collaborate with functional teams and consultants to ensure alignment with system best practices.
- Support integrations with ancillary systems using tools such as APIs and the Yardi ETL tool, under direction from senior technical staff.
- Contribute input to the system roadmap and future platform enhancements.
- Coordinate with the Yardi Account Management Team and Welltower senior leaders to support planning and execution of Yardi-related initiatives.
- Meet regularly with Welltower module owners and senior technical analysts to document current system performance and recommend enhancements.
- Research, analyze, and help resolve software issues in collaboration with the yardi product support team and our internal yardi helpdesk.
- Provide technical support to property operators
- Assist in monitoring system stability and usage
- Use SQL scripts to improve reporting capabilities; assist in the development of database tables and reports to meet business requirements.
- Maintain documentation of user permissions, menus, and system security settings. Support compliance with internal audit and IT controls.
- Stay current on Yardi system updates and communicate relevant changes to internal stakeholders.
- Assist with testing, deployment, and documentation for enhancements, upgrades, and patches within change management processes.
- Coordinate with 3rd party vendors to support system roadmap and technical deliverables.
- Support the development of data set processes; assist in analyzing large data sets to improve data quality and performance.
- Help maintain the data dictionary and support efforts to ensure master data integrity.
- Identify opportunities for automation and assist in implementing process improvements using data insights.
OTHER DUTIES - 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
TRAVEL Weekly out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS Education:- Bachelor's degree in computer science, information technology, or related field, or equivalent work experience
- Relevant certifications (ITIL, MS SC-300, AD DS, AWS IAM)
- Equivalent work experience will be considered in lieu of a degree.
Experience:- Strong knowledge of the Yardi Voyager product suite with at least 3 years in a support capacity
- 3-5 years of experience in technical support, help desk, or IT roles 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
- 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
Skills / Specialized Knowledge:- Strong technical writing and editing skills, with the ability to manage product implementation and provisioning cycles for property product onboarding
- Proficient level knowledge of Yardi integrations including the use of APIs, file transfer and the Yardi ETL tool.
- Experience building custom reports in Yardi and supporting YSR.
- Experience with Microsoft SQL queries is required.
- Experience in database administration and process automation
- Preferred experience with the following Yardi products/modules: Voyager 7s, Payscan, Accounting, Vendor Café , Resident Café, Senior CRM.
Employment is contingent upon the successful completion of a background check, and verification of employment, education, and other credentials relevant to the position.
WHAT WE OFFER- Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employee Stock Purchase Program - purchase shares at a 15% discount
- Employer-matching RRSP Program
- Tuition Assistance Program
- Comprehensive and progressive Medical/Dental/Vision options
