Senior 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 900+ 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 Sr. Application Support Analyst is responsible for all access & provisioning duties for both financial and business applications used at the firm, as well as break/fix support to resolve any system problems, prevent disruptions, and ensure seamless performance for business users. The role provides service for CIM corporate, CIM field employees and employees of various 3rd party affiliates (OFS, OCV & Round Hill Capital). Similar duties and support are provided for licensed software as needed. Support services will include understanding each team’s business processes, adhering to approval policies, troubleshooting reported issues and providing administrator solutions. These services may include refining processes, automating tasks, and creating uniformity within applications, as relevant.

This role requires a candidate with a strong background in application support, as well as a team player and multi-tasker with a customer-orientated mindset and strong interpersonal skills (both verbal & written). The successful candidate will be flexible, adaptable, and eager to improve or automate processes to enhance efficiency while maintaining audit compliance and providing white-glove support to the team and company.

• Deliver help desk break/fix support, including timely resolution and end-to-end communications for applications such as Yardi Voyager 7s (and integrations including Elevate, Marketplace & Deal Manager), Argus, AvidXChange, BNA, Chatham, Canva, Docusign, Emburse, Monday.com, Tenrox, Salesforce, Workiva and other core applications as needed.
• Perform application access & provisioning duties, including new user setup, periodic updates, and access terminations. Additionally, conduct user access reviews, modify permissions, creates/configures reports, and investigate error messages to determine and resolve root causes.
• Assist users in learning, navigating, and using the various modules within application systems. Coordinates with Product team to create user-friendly training materials for systems and CIM processes.
• Troubleshoot and resolve application issues, including system performance, bugs and errors. Escalate issues to vendor support as appropriate.
• Monitor integrations between systems and follow up on related errors and issues though resolution.
• Assist in data maintenance and cleanup projects.
• Assists in creating & maintaining application support & IT guidelines documentation. Develop and maintain department documentation related to application FAQs, routine procedures and/or automation.
• Work closely with the product team to develop and roll out system improvements, new processes, and training intended to improve business operations and maximize system utilization and compliance.
• 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 tickets and projects.
• Perform additional tasks or duties, as assigned.

• (Required) Bachelor’s Degree in accounting, Business, Computer Science, Information Systems, or related discipline, and, 2+ years of equivalent professional hands-on experience in application training and support, preferably with 500+ users. Or, 3+ years of equivalent professional hands-on experience in application training and support.
• (Required) 1+ years professional experience in a business systems application or business analyst role (or equivalent), preferably in real estate, investments or banking.
• (Recommended) 1+ year of software implementation and project management experience.
• Excellent documentation and professional communication skills.
• Experience with handling support tickets and delivering timely resolutions. Familiarity with Service Now (S-NOW) ticketing system is 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, Emburse, Docusign, Salesforce and/or Tenrox strongly preferred.
• Strong investigation and diagnostic skills.
• Ability to align 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.
• Competency in Property Management Accounting and AP/AR concepts.
• Highly effective written and verbal communication skills.
• Proficiency with MS Office or related productivity suites.
• Experience creating system documentation is strongly preferred.
• Experience with Yardi Voyager 7s & it’s Elevate integration products a plus.
• Experience in writing training manuals is a plus.
• Strong background in service awareness, IT Infrastructure Library (ITIL) certification is a plus.
• Ability to write basic SQL queries and a general understanding of SQL concepts is a plus.
• Experience with admin tools such as DataLoader and Workbench a plus.
• Experience with Salesforce administration is a plus.
• Experience with Microsoft Power Automate is 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. At CIM, base pay is one part of the total compensation package. This role is eligible for bonus pay in addition to base salary. The anticipated base salary range for the position in Los Angeles, CA is $90,000 - $101,000.

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.

CIM is committed to maintaining the confidentiality and privacy of your personal and financial information. Please click here for our Privacy Policy.

#LI-SP1