2025-02-26) Support Specialist

4 weeks ago

Vancouver, British Columbia, Canada Concert Properties Ltd. Full time
Posted Wednesday, February 5, 2025 at 11:00 AM

About Concert Properties

Putting people first is at the heart of the Concert Properties story. We are deeply invested in improving the lives of the people who live and work in our communities, acknowledging that communities are more than just buildings. We focus on quality, consistency, and sustainability, and our business is driven by warm, passionate people who embody a desire to help each of us feel more connected to one another.

Since 1989, our real estate portfolio has grown to an asset value of $9 billion and includes condominiums, rentals, seniors' active aging communities, industrial and commercial properties, and public infrastructure projects across Canada.

Position Summary

Reporting to the Manager of Information Systems, the IS Support Specialist is responsible for providing end-user support and assisting in the design and implementation of various business applications. Collaborating with a team of support specialists, the role works closely with application vendors to troubleshoot technical issues, configure systems for ongoing organizational changes, and support standardized business processes.

The IS Support Analyst role is actively involved in application updates and may assist the project team in implementing new functionalities. Additionally, this role contributes to maintaining an organized knowledge-sharing environment by participating in cross-training opportunities within the support team.

Key Responsibilities

Operational Support

1. Provide end-user support by troubleshooting issues, maintaining and monitoring user security and access permissions, and responding to queries.
2. Deliver timely solutions to resolve problems and minimize downtime.
3. Monitor, log, follow up on, and keep current all assigned Tier 1 queue support cases and tasks.
4. Complete application configurations related to change requests, property onboardings, and user offboarding/onboarding.
5. Assist with application updates by reviewing changes, assessing impacts, collaborating with department subject matter experts, conducting quality assurance (QA) testing, and supporting the business through user acceptance testing (UAT).
6. Assist with Disaster Recovery testing and validation.
7. Monitor and record vendor-pushed application updates and review enhancements for relevance.
8. Support the development team by troubleshooting and providing QA on system integrations, and act as a liaison between the business and the developer on custom programming requests.
9. Collaborate with the support team and application vendors to provide the business with recommendations for increased automation and continuous improvement.
10. Prepare standard documentation required for approval of system configuration changes and change requests.
11. With the guidance of the instructional designer, assist with creating and maintaining application admin procedure documentation, training aids, and FAQs.

Project Delivery Support

1. Convert complex technical specifications into clear non-technical requirements.
2. Support the Project Team with system configurations, CRP testing, admin team training, and documentation.
3. Help the Project Team apply application security and user permissions for new features.
4. Provide feedback and insights to assist the business and consultants in defining future state business processes.

Required Knowledge & Skills

1. Possession of a business degree or enrollment in relevant post-education certification, along with experience in supporting enterprise financial systems (ERP, Accounting, CRM applications).
2. Exceptional problem-solving skills: Innovative in identifying issues and delivering solutions.
3. Analytical mindset with strong attention to detail.
4. Excellent written and verbal communication skills, along with active listening abilities.
5. Strong aptitude for quickly learning and adapting to new software systems.
6. Positive attitude and a commitment to providing superior support and collaboration with team members, company associates, and external partners.
7. Ability to multitask, stay organized, and remain flexible.
8. Experience with SQL querying.
9. Preferred but not essential: Experience with Yardi Voyager, MSD365 Finance and Operations, and/or ServiceNow.
10. Preferred but not essential: Experience with PowerBI.
11. Preferred but not essential: Experience in the Real Estate or Property Management industry.

Please note this is a general description of the tasks and skills required. Additional responsibilities and duties may be required to successfully perform this role.

Join the Concert Team in building a people-first future.

Concert Properties is proud to have been named one of BC's Top Employers for the fourth year in a row

We are a proud Canadian company, providing quality employment across the country and working together with the people we serve to realize our vision – building resilient, inclusive, sustainable communities. Our success is based on our employees – on a passionate, talented team who value a collaborative culture, a desire for excellence and a willingness to give back. We truly value our team members and offer competitive pay, and comprehensive benefits and perk programs that support and promote employee health and wellness.

At Concert Properties, we value diversity, equity and inclusion and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applications from all qualified job seekers. The posted salary range is reflective of the qualifications and experience we are looking for in a candidate to fill this opportunity, however applicants with all levels of experience are welcome to submit their applications. Please be advised that only short-listed candidates will be contacted.

Thank you for your interest in Concert Properties.

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