Application Support Analyst

Application Support AnalystThe 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. This role is expected to use 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.ResponsibilitiesHelp Desk & Ticket ManagementServe as the first point of contact for all incoming support requests via phone, email, and ticketing systemLog, 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 possibleMeet or exceed defined SLAs for response and resolution timesCommunicate clearly with end users regarding ticket status, workarounds, and estimated resolution timelinesEscalate unresolved or complex issues to Level 2 support or software vendors with thorough documentationYardi Voyager SupportTroubleshoot and resolve common Yardi Voyager issues including login/access problems, charge posting errors, lease setup questions, and report failuresAssist users with navigation of Yardi modules including Accounts Receivable, Accounts Payable, General Ledger, Lease Management, and Resident/Tenant portalsSupport user onboarding and offboarding in Yardi, including role assignments and security group configurationAssist with data entry validation and correction for Yardi records under supervisor guidanceCoordinate with the Yardi system administrator on configuration questions and system updatesDocument recurring Yardi issues and contribute to the internal knowledge baseBusiness Application SupportProvide Level 1 support for additional business applications including, but not limited to, Yardi, Argus Enterprise, Concur, Egencia, and reporting toolsAssist users with access requests across all supported platformsSupport integrations between Yardi and third-party systems, triaging any data sync or interface errorsAssist with testing and user acceptance for system updates, patches, and new application rolloutsAI-Assisted Support & AutomationUse 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 causeApply 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 verifiedIdentify recurring ticket patterns across users, properties, modules, and time periods, and surface them to Level 2 and application owners with supporting volume data and a proposed root causeConvert resolved issues into reusable assets — knowledge articles, service catalog items, or self-service guidance — so that the next occurrence does not generate a ticketPropose and help test low-complexity automations (assignment and routing rules, form validation, templated responses, Power Automate flows, virtual agent topics) that remove manual handling from repeat requestsDocumentation & TrainingCreate and maintain user-facing how-to guides, FAQs, and step-by-step job aidsAssist in delivering basic end-user training sessions and one-on-one coachingDocument issue resolutions and workarounds to build a searchable knowledge baseQualificationsRequired QualificationsAssociate's degree in Information Technology, Business, or a related field; or equivalent work experience1+ years of experience in an IT help desk, application support, or end-user support roleWorking knowledge of Yardi Voyager or comparable property management software (e.g., MRI, RealPage, Entrata)Proficiency with Microsoft 365 applications, particularly Outlook, Excel, and TeamsStrong written and verbal communication skills with the ability to explain technical concepts to non-technical usersDemonstrated ability to manage multiple open tickets and prioritize workload effectivelyCustomer-focused attitude with a commitment to delivering timely, high-quality supportDemonstrated comfort using AI assistants in a work setting, including a practical understanding of where they are unreliable and when human verification is requiredPreferred QualificationsExperience supporting Yardi modules such as Accounts Payable, General Ledger, Lease Management, or Residential/Commercial property managementFamiliarity with ITIL framework and help desk best practicesExperience with ticketing platforms such as ServiceNow, Jira Service Management, or ZendeskExposure to SQL querying or basic database concepts for data validation tasksExperience in a real estate, property management, or financial services environmentCompTIA A+, ITIL Foundation, or Microsoft certifications a plusHands-on exposure to Microsoft Copilot or comparable enterprise AI tooling in a support contextAbility to recognize patterns across individual incidents and articulate the underlying system, data, or process causeInterest in reducing support volume through documentation, self-service, and automation, rather than in ticket closure aloneTotal RewardsThe RMR Group offers an extensive total rewards package to ensure that your benefits align with your needs. Employees who work at least 21 hours per week are eligible to participate in The RMR Group's benefits plans, including:Health InsuranceDental InsuranceVision InsuranceLife & Disability InsuranceHealth Savings Account (HSA) & Flexible Spending Plans (FSA)401(k) Plan with Employer MatchHolidays, Vacation & Sick TimeParental LeaveTuition AssistanceMatching Gift ProgramWide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet InsuranceThe estimated base compensation range for this position is $57,000 to $77,000 per year. RMR considers several components including an individual's skills, qualifications, experience, internal equity, and market dataCompany OverviewThe RMR Group (Nasdaq: RMR) is a leading U.S. alternative asset management company, unique for its focus on commercial real estate (CRE) and related businesses. RMR's vertical integration is strengthened by nearly 900 real estate professionals in more than 30 offices nationwide who manage approximately $40 billion in assets under management and leverage more than 35 years of institutional experience in buying, selling, financing and operating CRE. RMR benefits from a scalable platform, a deep and experienced management team and a diversity of real estate strategies across its clients. RMR has been recognized by The Boston Globe as a "Top Place to Work", by the Environmental Protection Agency (EPA) as an "ENERGY STAR Partner of the Year" and ranked by the Building Owners and Managers Association (BOMA) as having one of the highest number of BOMA 360 designated properties in its portfolio. RMR is headquartered in Newton, MA and was founded in 1986.RMR's mission is to create long term value for our clients by managing their investments and assets "like we own it" – an approach that consistently and repeatedly generates opportunities for all our employees, investors and stakeholders. We are guided by six core values:Integrity at The RMR Group