Application Support Analyst

ABOUT CIM GROUP:

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 1,000+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

POSITION PURPOSE:

The Application Support Analyst is responsible for application onboarding and offboarding, as well as resolving application and system problems – which includes addressing any incident that is disrupting the application that business users depend upon; primarily regarding Salesforce, Yardi, Certify, Docusign, Tenrox, Chatham & Workiva (though, support of additional applications will be requested on an as-needed basis). Support service will include understanding each teams’ business processes, investigating and troubleshooting reported issues, and providing administrator solution – which may include refining processes, automating routine tasks and creating uniformity within applications, as relevant.

This role requires a strong background in application support, as well as someone who is a team player with a customer oriented-mindset and strong interpersonal skills (including verbal and written communication skills). A successful candidate will be flexible, eager to learn and quick to pick up new skills; someone who can take full ownership of the duties and responsibilities associated with the role; and someone who possesses the drive to make the support team more efficient, maintaining audit compliance & providing white glove support to the team and company.

• Delivers key support/help desk support – including timely resolution and end-to-end communications – to CIM corporate employees, CIM employees in the field and 3rd party users primarily for Salesforce, Yardi Voyager & Yardi integration systems (Elevate, Marketplace & Deal Manager) as well as Certify, Docusign, Tenrox and other core company applications.
• Performs application user administration duties: including new user set up & onboarding, user account maintenance, user offboarding, modifying user permissions, creating/configuring reports, managing approvals and/or process setup, security role and permissions, password resets, as well as investigating error messages to determine and resolve root cause, etc.
• Assists users in learning, navigating and using the various modules within the application systems. Coordinates with Onboarding Team to create user-friendly training materials for various systems and CIM processes.
• Troubleshoots and resolves applications issues including, but not limited to, system performance, bugs, and system errors. Escalates issues to vendor Help Desk for resolution, as appropriate.
• Monitors integrations between systems and follows up on related errors and issues, following them through to resolution.
• Assists in data maintenance and data cleanup projects.
• Assists in creation & maintenance of application support & IT Guidelines documentation. Develop and maintain department documentation related to application FAQs, routine procedures and/or automation.
• Works closely with the business systems analysts and project managers to develop and roll out system improvements, new system processes and procedures and training intended to a) improve business processes and b) maximize both system utilization and compliance of various applications.
• Work to debug technical issues by delivering timely fixes while also proposing and/or working on scalable long-term solutions.
• Monitor deliverables and ensure timely completion of support ticket/projects.
• Additional tasks or duties, as assigned.

• (required) Bachelor’s Degree in Accounting, Business, Computer Science, Information Systems, or related discipline, or, 2+ years’ equivalent professional “hands on” experience in application training and support, preferably with 500+ users.
• (required) 1+ years’ professional experience in a business systems application or business analyst role (or equivalent role), preferably in a real estate, investments or banking environment.
• (recommended) 1+ year of software implementation and project management.
• Excellent documentation and professional communication skills.
• Experience with handling support tickets and delivering resolutions in a timely manner.  Familiarity with Service Now (S-NOW) ticketing system a plus.
• A self-starter with attention to detail and a desire to expand technical knowledge.

• Strong knowledge of IT-related tasks and processes.
• Experience with administration of Yardi, Certify, Docusign, Salesforce and/or Tenrox strongly preferred.
• Strong investigation and diagnostic skills.
• Ability to correlate the use of business objectives and procedures to streamline system setup.
• Proven understanding of general accounting principles as they relate to accounting systems.
• Experience working in software support and system administration.
• Experience or competency in Property Management Accounting and with Accounting based AP/AR concepts.
• Highly effective written and verbal communication skills are required.
• Proficiency with MS Office, or related office productivity suite is required.
• Experience in creating system documentation strongly preferred.
• Experience with Yardi Voyager 7s & it’s Elevate integration products a plus.
• Experience in writing training manuals a plus.
• A strong background in service awareness, with IT Infrastructure Library (ITIL) certification a plus.
• Ability to write basic SQL database queries and a basic understanding of SQL concepts is a plus.
• Experience with Admin tools such as DataLoader and Workbench a plus.
• Experience with Salesforce administration a plus.
• Experience with Microsoft Power Automate a plus. 

WHAT CIM OFFERS:

At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including:

•   A variety of Medical, dental, and vision benefit plans

•   Health Savings Account with a generous employer contribution

•   Company paid life and disability insurance

•   401(k) savings plan, with company match

•   Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave

•   Up to 16 hours of volunteer time off

•   Up to 16 weeks of Paid Parental Leave

•   Ongoing professional development programs

•   Wellness program, including monthly and quarterly prizes

•   And more!

Actual base salary considers several factors, including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. The role is considered non-exempt so will be eligible for overtime pay in accordance with federal and state law. At CIM, this role has the potential to receive a discretionary bonus in addition to base salary. The anticipated base pay range for the position in Los Angeles is $31.30 - $40.90 per hour.

HOW WE FEEL ABOUT DIVERSITY AND INCLUSION:

At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

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CIM does not accept unsolicited resumes from Agencies.  Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid.  If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.