RealPage IT System Administrator
New York, NY

Job Description

Overview

Related Companies is 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, London, and Shanghai and boasts a team of over 3,500 professionals. The Company's portfolio of over $50 billion in real estate assets owned or under development is made up of best-in-class mixed-use, residential, retail, office and affordable properties in premier high-barrier-to-entry markets. Related has developed preeminent mixed-use projects such as Time Warner Center in New York and CityPlace in West Palm Beach and is currently developing the 28-acre Hudson Yards project on Manhattan's West Side. Related also manages approximately $4 billion of equity capital on behalf of sovereign wealth funds, public pension plans, multi-managers, endowments, and family offices. Related was recently named to Fast Company Magazine's list of the 50 Most Innovative Companies in the World.

Related also owns Equinox® Fitness Clubs and SoulCycle further expanding the company's capabilities into the health and fitness arena and enhancing the value of its properties through an exclusive, branded amenity and lifestyle offering. Related is a partner in CORE, a boutique residential brokerage.

Responsibilities

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

Qualifications

* 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