AI-Driven Application Support Analyst

The RMR Group LLC; Newton (MA); On-site; USD 57,000 - 77,000; Full time

Benefits offered by this job

Health Insurance

401(k) Match

Tuition Assistance

Parental Leave

Holidays & Vacation

Job summary

The RMR Group LLC is seeking an Application Support Analyst in Newton, MA to serve as the first point of contact for end-user support related to Yardi Voyager and adjacent business applications. You will triage, troubleshoot, and resolve issues, escalating to Level 2 or vendors when needed, while leveraging approved AI tools to streamline workflows.

You will handle Help Desk ticket management, assist with onboarding/offboarding in Yardi, support integrations with third-party systems, and

Qualifications

• Associate degree or equivalent work experience in IT, business, or related field.
• 1+ years in IT help desk or end-user support role.
• Working knowledge of Yardi Voyager or similar property management software.
• Proficiency with Microsoft 365 apps (Outlook, Excel, Teams).
• Strong written and verbal communication; ability to explain technical concepts.

Responsibilities

• Serve as first point of contact for support requests via phone, email and ticketing system.
• Log, categorize, prioritize, and track tickets through resolution; meet SLAs.
• Troubleshoot Yardi Voyager issues and assist with module navigation.
• Provide Level 1 support for other business applications and data integrations.
• Utilize AI tools to assist triage, summaries, and troubleshooting, ensuring scrutiny before user delivery.
• Create knowledge base articles and assist in training end-users.

Skills

IT help desk

Customer service

Communication

AI tools

Ticket management

Education

Associate degree

Tools

ServiceNow

Microsoft 365

Outlook

Excel

Teams

Job description

The RMR Group LLC is seeking an Application Support Analyst in Newton, MA to serve as the first point of contact for end-user support related to Yardi Voyager and adjacent business applications. You will triage, troubleshoot, and resolve issues, escalating to Level 2 or vendors when needed, while leveraging approved AI tools to streamline workflows.

You will handle Help Desk ticket management, assist with onboarding/offboarding in Yardi, support integrations with third-party systems, and