About WS Development

Massachusetts-based WS Development is a mixed-use developer with a singular mission: creating places people want to be. With an approach that values art, science, innovation and, above all else, people, WS strives to engage each community it serves with best-in-class installations and activations. Established in 1990, WS is a vertically-integrated company that conceptualizes, owns, operates and leases more than 100 properties that range from cutting-edge urban spaces to lifestyle and community centers. With over 22 million square feet of existing space and an additional nine million square feet under development, it is one of the largest privately-owned development firms in the country.

WS is where great ideas and great people come together to design, build, and operate some of the best loved real estate projects in the country. We live at the intersection of entrepreneurship and establishment. We have the infrastructure of decades supporting a culture of free-thinking excellence.

We expect every WS employee to feel welcomed and valued irrespective of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, marital status, parental status, cultural background and life experiences. Or for any other reason.

Overview

Job Summary:

The Application Support Analyst will have an aptitude and interest in accounting procedures and commercial real estate software systems, including MRI Software. They will be responsible for providing technical support and training to business users for the firm’s financial applications and any other applications determined to be appropriate. This role will be the initial point of contact within the company for all service and support requests for any assigned applications and, as a result, requires excellent customer service skills and the capability to triage and escalate requests appropriately. This is a full-time position and would require at minimum 3 days per week in the Corporate Office to provide in-person support and training as necessary.

Responsibilities:

• Charged with providing MRI support, prioritization, and multi-tasking, while maintaining a high level of professionalism.
• Provides support for any additional assigned applications.
• Manages the support ticket queues to provide training and support for specific and immediate concerns in a timely fashion.
• Provides support including, but not limited to, the following:
  • Serves as the initial point of contact within the company for all service and support requests for MRI and any other assigned applications.
  • Assists users by employing standard troubleshooting techniques to identify and resolve common technical issues experienced within assigned applications.
  • User onboarding and administration for all assigned applications.
  • Entity set up and maintenance in MRI and AvidXchange.
  • Performs Tier I level system administration and configuration tasks as required for all assigned applications.
  • Performs data exports and imports for assigned applications.
  • Conducts data analysis as needed to appropriately categorize support requests as system issues versus data issues, communicating the latter appropriately.
  • Assists with data update projects for MRI and any other assigned applications.
  • Monitors the health of integrations between MRI and other applications, communicates integration data errors, and escalates issues as needed.
  • Analyzes support requests and identifies opportunities for user training.
  • Guides users to existing technology training materials and conducts ad hoc, hands on user training when appropriate. Communicates the need for training a larger audience appropriately.
  • Serves as liaison between vendor support, the WS Business Services Team, and users for all assigned applications. Tracks external tickets to vendor support and provides updates appropriately.
• Proactively communicates updates on platform status and issues to management.
• Appropriately escalates support items to Senior Financial Systems Administrator and software vendor support when necessary.
• Conducts root cause analysis for system incidents and problems and contributes toward enhancing the performance and functionality of systems to meet business objectives.
• Works closely with internal Support Services and Network Operations team members to resolve system incidents and problems when necessary.
• Collaborates with business functions to develop instructional materials or any other resources that can be utilized for training purposes.
• Conducts in-person and virtual training on technical topics as needed.
• Keeps internal support and technical documentation current.
• Develops MRI reporting as assigned.
• Applies knowledge and best practices in all scenarios, maintaining software and company standards.
• Participates in system testing as part of new implementations, updateds, and developments.

Requirements

Qualifications & Skills:

• Strong technical skills and aptitude.
• Ability to translate technical concepts for non-technical users.
• Excellent customer service and people skills.
• Knowledge of basic accounting principles.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to escalate them when appropriate.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent communication skills including written, verbal, and presentation skills.
• Ability to write professional emails and training materials.
• Excellent organizational skills and attention to detail.
• Self-motivated while also able to take direction and work well as part of a team.
• Ability to function well in a fast-paced and dynamic environment.
• Proficient with Microsoft Office Suite.

Professional Experience:

• Prior hands-on MRI Software experience within a commercial real estate environment strongly preferred. (Experience with comparable systems – Yardi, JD Edwards, Oracle – will be considered.)
• Minimum 2 years prior experience in a technical customer support position. A focus on applications preferred, a focus on accounting, financial, or banking applications a plus.
• Prior experience working with SQL or other relational databases preferred.
• Prior experience working with accounting concepts and principles a plus.

Education/Certifications:

• Associate’s or bachelor’s degree in Computer Science, Accounting, or related field preferred.
• Appropriate certification(s) in lieu of the above degrees will be considered.
• ITIL Foundation Certification a plus.
• Prior completion of certain MRI training courses a plus.