Job Description

JOB SUMMARY

Provides support and technical assistance to users for complex issues related to a variety of software applications while meeting defined service level expectations. Identifies issues, researches causes and provides solutions for Client Accounting and Real Estate Management teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responds to requests for assistance with a variety of accounting software packages used by Client Accounting services and Real Estate Management teams. Documents issues, resolution or other actions using incident management system.

Resolves complex issues, including escalated requests from lower level support staff.

Reviews customer requests to identify and escalate as needed potential system, security, and/or compliance violations of internal and external controls, CAPP, and internal team control requirements.

Identifies process and system improvements and implements solutions that will increase efficiencies and customer satisfaction by using established processes to initiate a new project/work effort.

Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

No formal supervisory responsibilities in this position. Provides informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Four-year college degree in Accounting, Finance, Business Administration, MIS or related field required. A minimum of four years professional accounting experience in Accounting, IT or customer service or demonstrated advanced knowledge of computer applications related to real estate accounting and/or financial management systems.

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to effectively respond to complex inquiries or requests, and successfully convey and explain system and accounting issues to non-system users.

FINANCIAL KNOWLEDGE

Requires intermediate knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.

REASONING ABILITY

Ability to comprehend, analyze, and interpret documents. Ability to comprehend, analyze, and solve complex problems in standard and non-standard situations involving several options. Requires intermediate analytical and quantitative skills.

OTHER SKILLS and ABILITIES

Advanced knowledge of computer software and hardware (i.e. Microsoft Office Suite Products). Advanced knowledge of Microsoft Excel, including pivot tables, lookups, and formulas. Advanced organizational skills, attention to detail, and openness to new ideas and procedures.

SCOPE OF RESPONSIBILITY

Decisions made with understanding of procedures and company policies to achieve set results and deadlines. May develop, recommend, and implement improvements in department efficiencies, process, procedure, and/or policy. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.