Key Responsibilities
Support & Incident Management
Manage the end-to-end lifecycle of Yardi support tickets, from logging to closure.
Ensure tickets are prioritized and resolved within agreed SLAs.
Monitor ticket queues, escalations, and service performance metrics.
Resolve functional and technical issues through ticketing systems, email, phone, and other communication channels.
Maintain strong understanding of ticket severity levels and prioritization frameworks.
Team & Stakeholder Coordination
Allocate and prioritize workloads across support team members.
Provide guidance, mentorship, and support to enhance team productivity.
Coordinate with application Product Owners and business stakeholders for issue resolution and enhancements.
Drive change management processes and ensure proper implementation of system updates.
Client Management
Serve as the primary point of contact for client support-related matters.
Understand client requirements and ensure a high level of customer satisfaction.
Conduct regular client meetings and provide updates on support performance.
Build strong relationships with client stakeholders and business users.
Reporting & Analytics
Prepare weekly and monthly MIS reports on ticket trends, SLA compliance, backlog, and resolution effectiveness.
Present support metrics, findings, and recommendations to clients and leadership teams.
Identify recurring issues and recommend process improvements.
Yardi Application Support
Provide support across Yardi modules including: Commercial Residential Retail Service Charges Investment Management Facilities Management Advanced Budgeting Inspections Planned Preventive Maintenance (PPM)
Support property and financial management processes for commercial and residential portfolios.
ITSM & Process Excellence
Utilize ITSM platforms such as: Jira ServiceNow Zoho ManageEngine Other ticketing systems
Ensure accurate ticket tracking, documentation, reporting, and compliance.
Continuously improve support workflows and operational efficiency.
Required Qualifications
Bachelor's degree in Finance, Business Administration, Information Systems, or a related field.
Experience in a Yardi support, application support, or support management role.
Strong knowledge of Yardi property management and accounting solutions.
Hands-on experience with ITSM tools such as Jira, ServiceNow, or Zoho ManageEngine.
Excellent analytical, problem-solving, and troubleshooting skills.
Strong communication, presentation, and stakeholder management abilities.
Ability to work independently in a fast-paced client-facing environment.
Preferred Skills
Background in Real Estate, Property Management, Fund Accounting, or Finance Operations.
Experience managing support teams and client escalations.
Knowledge of change management and release management processes.
Strong customer-centric approach with leadership capabilities.
Willingness to learn new applications and technologies.
Key Competencies
Customer Service Excellence
Stakeholder Management
Team Leadership
SLA Management
Incident & Problem Management
Reporting & Analytics
Change Management
Yardi Functional Expertise
ITSM Tools Proficiency
Process Improvement
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.
