Job Description

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Job Title: Yardi Support Manager

Experience: 5 years relevant experience as support manager.

We are seeking an experienced and proactive individual to join our team as a Yardi Support Manager for US Region projects (India Night shift working). The successful candidate will be responsible for overseeing the management of support tickets related to Yardi, ensuring timely resolution within SLAs. This role involves preparing regular status reports, presenting findings to clients, and coordinating with client users. The ideal candidate will have a finance background, proficiency in ITSM tools such as Jira, Zoho Manage Engine, ServiceNow among others and a strong eagerness to learn new applications.

Responsibilities:

• Support Ticket Management:
• Oversee the entire lifecycle of Yardi-related support tickets from creation to resolution.
• Ensure that support tickets are addressed within established Service Level Agreements (SLAs).

Team Coordination:

• Collaborate with team members to allocate resources effectively and prioritize support tickets.
• Provide guidance and support to team members to enhance their efficiency and effectiveness.

Reporting:

• Prepare weekly and monthly reports on Yardi support ticket statistics, highlighting key metrics and trends.
• Present findings to clients and internal stakeholders, offering insights and recommendations for improvements.

Client Communication:

• Communicate with client users to understand their support needs and expectations.
• Ensure seamless coordination with clients, addressing any concerns and maintaining a high level of client satisfaction.
• Coordination with the application product owner for product related issues.
• Perform the life cycle for the change management process.

ITSM Tools Proficiency:

• Utilize IT Service Management (ITSM) tools, such as Jira, Zoho, ServiceNow among others for efficient ticket tracking and resolution.
• Stay updated on the latest features and enhancements of ITSM tools.

Finance Background:

• Leverage a background in finance to understand and address Yardi-related support issues effectively.
• Collaborate with business teams to bridge the gap between processes and support.

Continuous Learning:

• Demonstrate a strong willingness to learn and adapt to new applications and technologies.
• Stay informed about industry best practices and advancements in Yardi functionality.

Qualifications:

• Bachelor's degree in Finance, Business, or a related field.
• Proven experience in a support management role, preferably in a Yardi or real estate environment.
• Proficiency in ITSM tools, such as Jira or ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.

Other important considerations:

• Strong Customer Centric approach with excellent coordination, presentation, and leadership skills; effective problem solver and team-oriented person.
• Involved in end-to-end solution to streamline the property and financial management aspects of Residential and Commercial Portfolio of the clients.
• Expertise in Yardi modules such as Retail, Commercial, Residential, Service Charges, Investment Management, Advanced Budgeting, Facilities Management, Inspections, PPM.
• Provide Yardi Application support and Function/ technical issue resolution via Ticket System/Portal, E-Mail, phone, and another electronic medium.
• Strong understanding of Tickets levels & Priority system of Yardi Application support

Disclaimer Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.