System Analyst

We are seeking a knowledgeable and service-oriented Systems Analyst to support Carlisle Residential’s property management systems and business applications. This role focuses primarily on managing the support operations function and administering the Yardi Suite, including Voyager 8 modules such as CRM, Revenue Management, MIQ, P2P, YES Energy, and related applications, as well as Microsoft 365 tools used across the organization.

The Systems Analyst reports directly to the Director of Training & Support Services and collaborates with property teams, corporate stakeholders, and IT partners to support effective system performance and user satisfaction across the organization. In this role, the Analyst supports system stability, access management, service performance monitoring, and operational execution related to property onboarding, offboarding, and portfolio transitions.

• Manage and administer the support ticketing platform, ensuring accurate categorization, prioritization, and assignment of requests.
• Monitor and maintain adherence to established service level agreements (SLAs), tracking response times, resolution timelines, and backlog performance.
• Prepare and report weekly, monthly, and quarterly performance & satisfaction metrics, including SLA adherence and ticket trends, to the Director of Training & Support Services.
• Monitor ticket backlog and proactively address aging requests to maintain service standards and user satisfaction.
• Identify recurring support patterns and recommend operational improvements to enhance efficiency and reduce repeat requests.
• Maintain support workflows, documentation, and knowledge base updates to improve resolution consistency.
• Coordinate escalations and cross-functional follow-up to ensure timely issue resolution.
• Manage day-to-day support requests related to the Yardi Suite and associated Voyager 8 modules.
• Troubleshoot application, configuration, data, and integration issues for property and corporate users as well as owners as needed.
• Serve as an escalation resource for complex or high-impact system issues and coordinate with IT, Yardi Support, or third-party vendors as needed.
• Manage and maintain established system configuration standards and assist with updates or enhancements as directed.
• Support reporting needs by assisting with data validation and report troubleshooting.
• Maintain documentation related to system processes and support resolutions.

• Manage and administer Microsoft 365 applications, including Outlook, Teams, SharePoint, and related collaboration tools.
• Organize and maintain SharePoint site structures, permissions, and document management standards.
• Administer Exchange Admin Center functions including mailbox management, shared inbox setup, new hire provisioning, termination processing, and directory updates.
• Ensure timely and accurate system access provisioning and de‑provisioning in coordination with HR and department leaders.
• Maintain documentation of user access and system permissions to ensure consistency and security.
• Manage system‑related tasks associated with property onboarding and offboarding, including configuration setup, validation, and access coordination.
• Support acquisitions, dispositions, and portfolio transitions by assisting with system configuration updates and data validation prior to go‑live.
• Lead system testing and validation efforts related to new properties and system updates.

• 3–5+ years of experience supporting enterprise applications, preferably within property management or residential real estate environments.
• Strong working knowledge of the Yardi Suite, including Voyager 8 modules such as CRM, Revenue Management, MIQ, P2P, YES Energy, and related applications.
• Experience administering Microsoft 365 applications, including SharePoint and Exchange Admin Center.
• Experience managing support ticketing systems and reporting on SLA performance.
• Experience with reporting tools, data analysis, and SQL queries.
• Strong analytical, organizational, and problem‑solving skills.
• Ability to communicate effectively with both technical and non‑technical stakeholders.
• Self‑motivated and capable of managing multiple priorities in a fast‑paced environment.

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