IT Lead, Yardi Support

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $94 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

We are looking for an IT Lead, Yardi Support to join the Enterprise Solutions team to advance the organization's management strategies by meeting the needs of the various business units for support within our Yardi environment.

This role takes full responsibility for Yardi support inclusive of defining standard operating procedures, providing meaningful reporting, managing outages, and managing escalations. The IT Lead, Yardi Support will help to identify opportunities to reduce support requests through identifying patterns and recognizing the root cause of support requests. The role will also manage our vendors to ensure timely issue resolutions.

IT Lead, Yardi Support - IT Enterprise Solutions

Vancouver, BC / Toronto, ON

Responsibilities

• Oversee the support of all Yardi modules.
• Manage escalations while ensuring timely resolutions.
• Act as the primary contact for 3rd party vendors providing support.
• Assist in resolving support requests as needed.
• Identify opportunities to reduce support requests by recognizing patterns and implementing long-term solutions.
• Define and maintain standard operating procedures related to Yardi support.
• Develop support hand-off procedures for new feature implementations.
• Develop and present support metrics on a recurring basis.
• Collaborate with team members to understand future support needs.
• Provide training to team members.
• Improve the existing service catalogue to standardize recurring requests.
• Create and foster a "customer-centric" culture in all team interactions.
• After hours support may be required to address critical issues.
• Perform other duties and responsibilities as required.

Experience and Qualifications

• Minimum of 3 years of experience supporting any or all of the following Yardi systems/modules: Yardi Voyager, Elevate, AB&F, Deal Manager, and other applications.
• Minimum of 3 years of experience overseeing a support team or managed service.
• Experience with Yardi's Investment Accounting module (considered an asset).
• Proven experience working with cross-functional teams.
• Strong understanding of the real estate business and key business processes.
• Detail-oriented with superior documentation skills.
• Excellent problem-solving skills and ability to build strong customer relationships.
• Proven ability to develop and sustain effective working relationships at all organizational levels.
• Exceptional communication skills.
• SQL knowledge (considered an asset).
• Strong facilitation and collaboration skills.
• Adaptable to constant change.
• Familiarity with ITIL practices, including change controls and UAT processes.
• Familiarity with system integrations and understanding of data flows.
• Ability to effectively allocate time, work under pressure, and manage tight deadlines, multiple demands, and competing priorities.

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Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.