Systems Support Manager

Overview

COMPANY

SUMMARY:

The John Stewart Company is a full-service housing management, development and consulting organization that began in 1978 with a commitment to providing high quality service in the affordable housing sector. We work to enrich the lives of our residents and employees, while delivering our services cost-effectively, efficiently and with the highest levels of professionalism, compassion, integrity and respect.

SUMMARY OF THE POSITION: The Systems Support Manager is responsible for support, administration and maintenance of JSCo’s products. The role requires understanding of property management software (particularly Boston Post / MRI) and affordable housing property management; strong communication skills; and a competent command of spreadsheet software (Excel) to satisfactorily perform required duties. Demonstrated training and/or customer support experience is a must.

An ability to work within a team structure and accept and use input from others is essential in order to meet the deadlines for report deliverables and coordinate with other JSCo personnel. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Essential Functions include but are not limited to

• Application Support
• Provide oversight and maintenance of JSCo’s property management software products (primarily Boston Post, MRI, and Rent Payment)
• Troubleshoot BP / MRI application issues
• Coordinate system corrections with MRI support as needed
• Evaluate and test new modules and functionality for implementation and rollout
• Provide recommendations for supporting the MRI products (Property Management X, Boston Post, Rent Payment)
• Mentor, train and support IS team members as needed
• MRI / Boston Post Product Training
• Host Go Live training rollout calls for newly converted properties
• Provide recommendations regarding property and accounting staff training
• Assist the Director of IS in hosting weekly software Q&A training calls
• Help Desk
• Assist with software‑related customer response efforts on Zendesk, or other ticketing platforms as directed by the Director of IS
• Help create and maintain macro responses for common help desk tickets
• Review completed tickets and reporting to determine and recommend training needs among common ticket submissions

• Assist with special projects as assigned by Director of Information Systems
• Make recommendations to improve the MRI / BP product utilization for JSCo users

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each primary job function 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.

• Strong analytical, time management and organizational skills
• Strong written and verbal communication skills
• Strong project management skills
• Ability to assist and support others
• Ability to effectively communicate complex technical information to non‑technical users
• Accurate and attentive to detail
• Strong computer application skills in various accounting software systems

• Knowledge of the MRI / Boston Post / Rent Payment application suite
• Working knowledge of accounting principles and accounting and AP policies and procedures.
• Working knowledge of affordable housing property management program, policies and procedures
• Demonstrated knowledge on Microsoft Office programs such as WORD, EXCEL, and OUTLOOK are essential.

• Demonstrated experience in problem identification, analysis, recommendation of options and development of logical and workable solutions.
• Ability to work independently and contribute to the team’s success.
• Demonstrated ability to adapt and function in a diverse environment.
• At least five years MRI / Boston Post system experience, preferably in system support and administration.
• Experience with SQL a plus.

WORKING CONDITIONS/ PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully…