System Support Associate

System Support Associate at Kelmar Associates

Location: Wakefield, MA (Remote; may work in any of Kelmar’s offices including Rockland, MA; Wakefield, MA; or Wilmington, DE)

The System Support Associate is a client‑facing position whose primary responsibility is to support clients using Kelmar’s KAPS unclaimed property management system. The role involves becoming an expert in all facets of KAPS, assessing current processes and recommending improvements, and potentially working on individual and group projects. The position may require occasional evening/holiday hours.

• Gather and document requirements from current or requested client‑specific processes and customizations, refining criteria with Product Owner and Management.
• Compose tickets for development using prescribed guidelines and in accordance with priorities and established timelines.
• Perform acceptance and regression testing on completed development work.
• Provide first‑line defense for all client support requests; diagnose problems, identify solutions, and prioritize development requests.
• Communicate regular updates on open tickets for assigned clients and projects.
• Train end users in the KAPS system, including assisting with periodic webinars.
• Analyze and recommend process workflows to clients.
• Work with the Training and Documentation Specialist to author and maintain system and process documentation, knowledge base, and training materials.
• Conduct/attend regular virtual meetings/calls with clients; occasional on‑site meetings may be required.
• Provide status reports on open requests to clients as required.

• Minimum of 2 years relevant work experience; prior experience in a system support role managing clients preferred; prior knowledge of unclaimed property is a plus.
• Excellent technical writing and verbal communication skills.
• Solid planning, time management, communication, decision making, presentation, and organization skills.
• Advanced experience in Microsoft Office (Excel, Word, Visio, etc.).
• Comfortable using online meeting platforms (Microsoft Teams, etc.).
• Comfortable in and adaptable to a fast‑paced environment.
• Self‑directed learner and independent problem solver.
• Must be a team player.
• Travel up to 15% may be required.
• Candidates must be legally authorized to work in the U.S. without sponsorship now and in the future.

Compensation varies depending on experience and skill level. The hiring range for this position is $55,000 – $62,000, as required by applicable law.

Benefits include:

• Medical, Dental and Vision Insurance
• Flexible Spending Plans
• Basic Life, AD&D, and Voluntary Term Life Insurance
• Disability Insurance
• 401(k) Plan with Company Match
• Paid Parental Leave
• Paid Time Off
• Tuition Assistance
• Eligible for Discretionary Annual Bonus

All positions on the Kelmar KAPS Team may have occasional non‑standard schedule requirements (nights and weekends) for which sufficient notice will be provided. This may include travel time, coverage for Go Live weekends, and on‑call coverage.

Kelmar Associates is an equal opportunity employer.