Senior Technical Analyst, Yardi Help Desk - REMOTE

Welltower™ Inc. (NYSE:WELL); Town of Texas (WI); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Technical Analyst for their Yardi Help Desk team. This remote role requires a proactive individual with extensive technical support experience, particularly with the Yardi Senior product suite. You will be responsible for troubleshooting complex issues, managing high-priority incidents, and collaborating with various teams to ensure customer satisfaction. The ideal candidate thrives in a performance-driven environment and is adept at navigating help desk platforms. Join a company that values innovation and community-focused services, offering competitive salary packages and generous benefits.

Benefits

Competitive salary + bonus

Paid time off and holidays

401(k) with matching + profit sharing

Student debt contribution up to $10,000

Tuition assistance

Employee stock purchase at 15% discount

Medical, dental, vision coverage

Qualifications

• 5+ years in technical support or IT roles, with 2+ years in a senior role.
• Knowledge of Yardi Senior product suite preferred.

Responsibilities

• Provide expert-level support for escalated help desk issues.
• Troubleshoot issues across Yardi modules and offer solutions.

Skills

Portfolio management skills

Project management understanding

Strong communication skills

Conflict management skills

Effective documentation skills

Education

Bachelor’s degree in relevant field

Certifications like ITIL, Agile, PMP

Tools

JIRA

ServiceNow

Zendesk

Job description

Senior Technical Analyst, Yardi Help Desk - REMOTE

Job Category: Indiv Contributor-Slry

Requisition Number: SENIO002788

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• Posted : April 15, 2025
• Full-Time

Locations

Showing 1 location

n/a, TX 00000, USA

Description

SUMMARY

The Senior Technical Analyst, Yardi Help Desk, is an experienced team player responsible for supporting stakeholders using the Yardi Senior product suite. The ideal candidate can work cross-functionally, provide detailed technical support, troubleshoot complex issues, lead escalations, and ensure timely resolution of problems. This role requires working in a high-demand, performance-driven environment focused on scalable solutions aligned with the company’s business strategy.

KEY RESPONSIBILITIES

1. Develop and leverage relationships with stakeholders to meet business objectives.
2. Provide expert-level support for escalated help desk issues.
3. Troubleshoot issues across Yardi modules and offer solutions.
4. Manage high-priority incidents, track issues, and communicate effectively.
5. Respond to support requests via help desk platforms, phone, email, or chat.
6. Document and track inquiries in ticketing systems like JIRA, ServiceNow, Zendesk.
7. Stay updated on product features and updates.
8. Meet or exceed SLAs for resolution, response time, and customer satisfaction.
9. Collaborate with internal teams to resolve challenges.
10. Develop status updates for leadership and stakeholders.
11. Anticipate risks and impediments to facilitate resolutions.

OTHER DUTIES

This job description is not exhaustive and duties may change over time.

TRAVEL

Some out-of-area and overnight travel may be required.

MINIMUM REQUIREMENTS

Skills / Knowledge

• Portfolio management skills
• Understanding of project management and agile practices
• Ability to work with different teams
• Strong communication and conflict management skills
• Effective documentation skills

Experience

• Minimum 5 years in technical support or IT roles, with 2+ years in a senior role
• Knowledge of Yardi Senior product suite preferred
• Experience with help desk platforms and ticketing systems
• Troubleshooting skills with web-based applications and SaaS
• Experience with property management software or senior housing industry is a plus
• Project management experience

Education

• Bachelor’s degree in relevant field or equivalent experience
• Certifications like ITIL, Help Desk Management, Agile, Six Sigma, PMP are a plus

Applicants must pass a pre-employment drug screen.

WHAT WE OFFER

• Competitive salary + bonus
• Paid time off and holidays
• 401(k) with matching + profit sharing
• Student debt contribution up to $10,000
• Tuition assistance
• Employee stock purchase at 15% discount
• Medical, dental, vision coverage

Welltower Inc. is a leading healthcare and residential infrastructure company with a diverse portfolio and a commitment to innovative, community-focused services.

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