Job Title
Technology Solutions Analyst
Job Description Summary
Job Description Summary The Technology Solutions Analyst provides critical client support at the Global, Regional, and Property/Entity levels. This role focuses on ensuring the effective use of enterprise systems such as Yardi Voyager, Nexus (Bottomline), MRI, and related applications. As the primary point of support for these technologies, the analyst serves as a subject matter expert, providing guidance on system functionality, resolving complex issues, delivering high-quality client software support within defined budgets and SLAs and promoting best practices for accurate and efficient accounting processes. By collaborating with cross-functional teams and stakeholders, the Technology Solutions Analyst drives operational excellence, system optimization, and a seamless user experience across the organization.
Job Description
Core Responsibilities:
Monitor and manage the ServiceNow queue, ensuring timely response to client requests
Resolve AP/AR transactional issues across supported modules and business functions
Validate and support Analytical/Custom/Scheduled/Standard report issues
Resolve requests requiring programming language (SQL) data fix packages
Configure system settings: Attribute, Button Setup, Custom Tables, Lookups, Procurement, Tasks
Provide compliance audit reports: SOC1, AC18, UAR
Perform data imports/exports for client onboardings, transitions and on-demand projects
Support object-related issues: bank, contact, lease, property, tenant, user, vendor, workflow
Validate and advise on employee/user setup access and permissions issues
Perform baseline (ADO) and system maintenance: account tree, charge code, chart, GL, job type
Lead and facilitate the daily Change Management (CHG) deployment process
Collaborate with Dev Team to organize/deploy Prod Release items and document outcomes
Work with Platform, Design, and Dev teams to optimize system performance
Communicate systemwide updates, product enhancements, and Support projects to user base
Create and maintain ServiceNow Knowledge Articles (KBAs) for Global Service Desk (GSD) use
Provide guidance on best practices for standard system operations and procedures
Troubleshoot system errors and analyze data anomalies to ensure operational continuity
Liaise with third-party vendors and support teams to resolve escalated issues
Identify and communicate opportunities for system optimization and user training
Analyze service request trends and collaborate with clients to reduce recurring incidents
Prepare and interpret client metrics and status reports
Engage stakeholders to support resolution of business challenges
Provide support on additional tasks and projects as required
Position Requirements:
2-3 years support experience - Nexus (Bottomline) / MRI / Yardi Voyager 7S
Fluency in SQL programming language
Strong knowledge of Microsoft Excel, including formulas, pivot tables, and data analysis tools
General accounting knowledge
1+ year of experience supporting accounting or real estate software
Bachelor's Degree (preferred)
INCO: “Cushman & Wakefield”
