Technology Solutions Analyst

Job Title

Technology Solutions Analyst

Job Description Summary

The Technology Solutions 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.

Job Description

Core Responsibilities:

• 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)

 

 

 

INCO: “Cushman & Wakefield”