Related Companies is a global real estate and lifestyle company defined by innovation and the most prominent privately-owned real estate firm in the United States. Formed over 40 years ago, Related is a fully-integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales. Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi and London, and boasts a team of approximately 4,000 professionals. With over $60 billion in assets owned or under development including the 28-acre Hudson Yards neighborhood on Manhattan’s West Side, The Grand and Related Santa Clara in California and The 78 in Chicago. Related was recently named to Fast Company Magazine’s list 50 Most Innovative Companies in the World. For more information about Related, please visit www.related.com.
The RealPage IT System Administrator will be responsible for providing overall administration, troubleshooting and technical support for our property management software at the corporate and property level. The RealPage IT System Administrator develops methods to resolve complex technical and business issues and has a significant role in the analysis, development and implementation of major systems. The RealPage IT System Administrator is a key member of the Residential Systems Group with the responsibility to support the fluctuating business requirements and associated system enhancements from conception through delivery.
Ensure smooth daily management of the RealPage Support team, monitoring that SLAs are met and that quality targets are reached and maintained
Ensure all items are “ticketed” in the Helpdesk system, allocate all incoming requests to the team, prioritize actions, monitor team resources as well as ability to identify and permanently resolve recurring issues
Assist with support tickets related to site JDE tie-out issues
Perform forensic accounting troubleshooting of support tickets related to property financials in RealPage
Perform business analysis through compiling and analyzing Realpage data to determine root cause
Gather and document business requirements collected from customers and 3rd party vendors and write functional specifications based on business requirements.
Execute all aspects and phases of testing initiatives for moderate to large sized system implementations, enhancements, and/or conversions. Write test scripts and work with customers to validate system upgrades/fixes to ensure the system matches the business requirements.
Write project documentation, including system requirements, process design, and testing plans according to standard financial and residential System Development Life Cycle methodologies.
Take a proactive approach in trying to assess RealPage from user perspective and generate solutions before the issues are raised by end-users
Participate in property acquisitions in RealPage including coordination between vendor, tracking progress, performance of UAT for pre and post conversion and post migration review
Management of Compliance Depot vendor requests and approvals for portfolios outside of RMC Affordable (Region 9, Simply Better, Sandy Fund)
Establish annual fiscal schedule in RealPage in consultation with the Accounting department
Payment integrations; Coordination of Hardware purchases, driver installations, collections of bank info from Treasury, and Portal modifications as needed
Key Project Manager for all RealPage technical updates. Ensure appropriate IT groups are included, and requests go through the Change Advisory Board
Communication to end users for product issues, core system changes, initiatives requiring action items from site and fiscal period close
Address global system issues with vendor, communicate resolution strategy and timelines to business users
Perform monthly and quarterly audit tasks for user terminations and recertifications, and coordinate requisite approvals
Facilitate 3rd party account setups and reporting within RealPage
Direct and connect end users to proper departments for ticket resolutions outside the scope of Service Now application teams
Conduct annual RealPage training sessions for various corporate departments upon request
Work with Service Now and IT Customer Experience Team to identify process improvement opportunities and execute on enhancements
Communicate Service Now (helpdesk) workflow education for end users to maintain integrity of IT ticketing process
Bachelor’s degree preferred
5-7 years of RealPage OneSite affordable application support, implementation and configuration experience
Advanced knowledge of RealPage OneSite software
A minimum of 5 year’s property management experience
Experience with working within a helpdesk / support environment
Excellent written and verbal communication skills
Software documentation and training experience is highly desired
Highly organized, with attention to detail
Ability to prioritize demands of third parties
Natural ability to take ownership, act with a sense of urgency and accept challenges
Familiarity with entrepreneurial corporate environments & navigating large corporate ecosystems with decentralized structures