Application Support Analyst

Job Title

Application Support Analyst

Job Description Summary

The Application Support 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 request 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)

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 53,887.03 - $63,396.50

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”