Application Support Analyst
RMR Group · Newton, MA · 1 mo ago
Information Technology$57k–$77k/yrFull-time
We need to output only HTML fragment, using for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We must not repeat job title as heading. We must include sections only when posting has real, specific content. We need to extract content.
From posting: Overview (description) could be "About the role". Responsibilities section is present. Qualifications section includes Required and Preferred qualifications. Could map to "Qualifications". Also maybe "Skills" could be separate? The posting includes skills within responsibilities and qualifications. We could put skills under Qualifications or separate Skills section if we have explicit skill list. The posting mentions "Proficiency with Microsoft 365 applications", "Strong written and verbal communication skills", etc. Could create a Skills section.
Benefits: The posting includes "Total Rewards" describing benefits: health insurance, dental, vision, life & disability, HSA/FSA, 401(k) with match, holidays, vacation & sick time, parental leave, tuition assistance, matching gift program, voluntary benefits. Also mentions estimated base compensation range $57,000 to $77,000 per year. That's Pay. So we need Benefits and Pay sections.
Schedule: Not mentioned. So we should not include Schedule heading.
We must not include boilerplate like EEO, company overview, etc. Remove those.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from responsibilities, qualifications, benefits, pay.
We must not repeat job title as heading. The job title is "Application Support Analyst". Not to be used as heading.
We need to output only HTML fragment, no /, no markdown fences.
Thus produce something like:
.
Now Qualifications: Required Qualifications and Preferred Qualifications.
We could combine into one Qualifications section with subheadings? But we only allowed headings from list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have Qualifications. We could put Required and Preferred as paragraphs or lists.
We need to preserve all substantive information. So list required qualifications:
- Associate's degree in Information Technology, Business, or a related field; or equivalent work experience
- 1+ years of experience in an IT help desk, application support, or end-user support role
- Working knowledge of Yardi Voyager or comparable property management software (e.g., MRI, RealPage, Entrata)
- Proficiency with Microsoft 365 applications, particularly Outlook, Excel, and Teams
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
- Demonstrated ability to manage multiple open tickets and prioritize workload effectively
- Customer-focused attitude with a commitment to delivering timely, high-quality support
- Demonstrated comfort using AI assistants in a work setting, including a practical understanding of where they are unreliable and when human verification is required
Preferred qualifications:
- Experience supporting Yardi modules such as Accounts Payable, General Ledger, Lease Management, or Residential/Commercial property management
- Familiarity with ITIL framework and help desk best practices
- Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk
- Exposure to SQL querying or basic database concepts for data validation tasks
- Experience in a real estate, property management, or financial services environment
- CompTIA A+, ITIL Foundation, or Microsoft certifications a plus
- Hands-on exposure to Microsoft Copilot or comparable enterprise AI tooling in a support context
- Ability to recognize patterns across individual incidents and articulate the underlying system, data, or process cause
- Interest in reducing support volume through documentation, self-service, and automation, rather than in ticket closure alone
We could also create a Skills section pulling out skills like proficiency with Microsoft 365, communication, AI tools, etc. But we already have them in qualifications. The instruction: Prefer a few substantive sections over many thin ones. So we could keep Qualifications only, not separate Skills. However we have a Skills heading allowed; but we might not need it if we can incorporate into Qualifications. The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It's examples, not mandatory to use all. So we can omit Skills if not needed.
We need Benefits and Pay sections.
Benefits: list from Total Rewards:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life & Disability Insurance
- Health Savings Account (HSA) & Flexible Spending Plans (FSA)
- 401(k) Plan with Employer Match
- Holidays, Vacation & Sick Time
- Parental Leave
- Tuition Assistance
- Matching Gift Program
- Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance
We should keep as list.
Pay: The estimated base compensation range for this position is $57,000 to $77,000 per year. Also mention that RMR considers several components including individual's skills, qualifications, experience, internal equity, and market data. We'll include that.
Schedule: Not present, so omit.
We must not include boilerplate like Company Overview, EEO, etc. Remove those.
Now produce HTML.
We need to ensure we don't include any extra text outside HTML.
Let's craft:
for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We must not repeat job title as heading. We must include sections only when posting has real, specific content. We need to extract content.
From posting: Overview (description) could be "About the role". Responsibilities section is present. Qualifications section includes Required and Preferred qualifications. Could map to "Qualifications". Also maybe "Skills" could be separate? The posting includes skills within responsibilities and qualifications. We could put skills under Qualifications or separate Skills section if we have explicit skill list. The posting mentions "Proficiency with Microsoft 365 applications", "Strong written and verbal communication skills", etc. Could create a Skills section.
Benefits: The posting includes "Total Rewards" describing benefits: health insurance, dental, vision, life & disability, HSA/FSA, 401(k) with match, holidays, vacation & sick time, parental leave, tuition assistance, matching gift program, voluntary benefits. Also mentions estimated base compensation range $57,000 to $77,000 per year. That's Pay. So we need Benefits and Pay sections.
Schedule: Not mentioned. So we should not include Schedule heading.
We must not include boilerplate like EEO, company overview, etc. Remove those.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from responsibilities, qualifications, benefits, pay.
We must not repeat job title as heading. The job title is "Application Support Analyst". Not to be used as heading.
We need to output only HTML fragment, no /, no markdown fences.
Thus produce something like:
About the role
... overview text ...
Responsibilities
- ... each responsibility ...
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It's examples, not mandatory to use all. So we can omit Skills if not needed.
We need Benefits and Pay sections.
Benefits: list from Total Rewards:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life & Disability Insurance
- Health Savings Account (HSA) & Flexible Spending Plans (FSA)
- 401(k) Plan with Employer Match
- Holidays, Vacation & Sick Time
- Parental Leave
- Tuition Assistance
- Matching Gift Program
- Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance
We should keep as list.
Pay: The estimated base compensation range for this position is $57,000 to $77,000 per year. Also mention that RMR considers several components including individual's skills, qualifications, experience, internal equity, and market data. We'll include that.
Schedule: Not present, so omit.
We must not include boilerplate like Company Overview, EEO, etc. Remove those.
Now produce HTML.
We need to ensure we don't include any extra text outside HTML.
Let's craft:
About the role
The Application Support Analyst serves as the first point of contact for end-user support requests related to Yardi Voyager and a suite of supporting business applications. This role is responsible for triaging, troubleshooting, and resolving application issues in a timely manner, escalating complex cases to Level 2 or vendor support as needed. The role expects use of approved AI tools as part of everyday troubleshooting and to look beyond the individual ticket — recognizing recurring business and system patterns and converting them into documentation, self-service, and automation that reduce future support demand. The ideal candidate is a detail-oriented problem solver with strong communication skills, excellent customer service skills, experience and comfort using AI tools, and a foundational understanding of property management or real estate operations.
Responsibilities
- Serve as the first point of contact for all incoming support requests via phone, email, and ticketing system
- Log, categorize, prioritize, and track all support tickets through resolution in the help desk platform (e.g., ServiceNow)
- Maintain accurate ticket categorization, root-cause coding, and resolution notes; ticket data quality is what makes automated routing, trend analysis, and AI-assisted resolution possible
- Meet or exceed defined SLAs for response and resolution times
- Communicate clearly with end users regarding ticket status, workarounds, and estimated resolution timelines
- Escalate unresolved or complex issues to Level 2 support or software vendors with thorough documentation
- Troubleshoot and resolve common Yardi Voyager issues including login/access problems, charge posting errors, lease setup questions, and report failures
- Assist users with navigation of Yardi modules including Accounts Receivable, Accounts Payable, General Ledger, Lease Management, and Resident/Tenant portals
- Support user onboarding and offboarding in Yardi, including role assignments and security group configuration
- Assist with data entry validation and correction for Yardi records under supervisor guidance
- Coordinate with the Yardi system administrator on configuration questions and system updates
- Document recurring Yardi issues and contribute to the internal knowledge base
- Provide Level 1 support for additional business applications including, but not limited to, Yardi, Argus Enterprise, Concur, Egencia, and reporting tools
- Assist users with access requests across all supported platforms
- Support integrations between Yardi and third-party systems, triaging any data sync or interface errors
- Assist with testing and user acceptance for system updates, patches, and new application rollouts
- Use approved AI tools (e.g., Microsoft Copilot) as a standard part of daily triage — summarizing ticket history, searching knowledge, drafting user-facing responses, and suggesting probable cause
- Apply judgment to AI-generated output: validate it against system behavior and documented process before acting on it or sending it to a user, and escalate rather than forward anything that cannot be verified
- Identify recurring ticket patterns across users, properties, modules, and time periods, and surface them to Level