Technical Support Analyst

Summary The Technical Support Analyst is responsible for setting up and maintaining functions in Smartsheet, Yardi, and related systems for Compliance Department operations. In doing so, the Analyst performs detailed audits of datasets to identify discrepancies, resolves technical and functional issues, implements/resets log entries and automated reporting distributions, provides technical assistance to system users, performs a variety of technical support activities, determines solutions based on workflows and needs, and confers with the compliance management team. Includes extensive data entry and updates to task-specific instructions for end users. The Analyst also assists with developing technical workflows, reports, and dashboards. In all cases, the Analyst works closely with compliance team members and third parties, as applicable, to resolve issues quickly, demonstrating their problem-solving skills and commitment to advancing efficiencies for the Compliance Department operations. The Analyst brings excellence to their work and related activities and effectively completes the job. Essential Duties and Responsibilities include the following. Other duties may be assigned. ADMINISTRATION: Perform all functions using Microsoft Office (Word/Excel/Outlook), Adobe Pro, Yardi, Smartsheet, and other programs/applications as assigned Use computer hardware/software to produce documents, track tasks, and generate other reports. Setup/maintenance of Reporting Log (Smartsheet), Yardi Report Scheduler, and related tools, systems, and workflows Develop and test workflows/database infrastructure (Yardi, Smartsheet, distribution, archive). Performs configuration, troubleshooting, etc., using standardized and non-standardized procedures for information technology hardware and/or software. Performs system and application performance monitoring; resolves issues either by using standardized procedures or through root-cause analysis. Records/database management through SharePoint, Smartsheet, and other systems as assigned Written and verbal communications with internal/external parties Analysis of issues, datasets, workflows, systems, and needs Extensive data entry and composing task-specific instructions for end users Utilizes Yardi Report Scheduler to implement/reset/update automated reporting to third-party recipients Use all available resources to initiate and perform research as needed. Utilize Smartsheet to develop grid sheets, summaries, reports, dashboards, workflows, and alerts. Develop departmental technical reference guides. Develop and perform training for compliance department team members and others as assigned Assists in developing reporting displays, tools, and metrics to support compliance monitoring. Participates in meetings and assists with other duties as assigned. COMPLIANCE: Extensive reading and analysis of regulatory or technical literature, program rules, and policies (program requirements, Smartsheet/Yardi guidebooks, etc.) Review of regulatory agreements, financing documents, and other property records as applicable for identification of property-specific obligations, program layering applicability/conflicts, and monitoring/implementation requirements Ensures reporting log complies with all external reporting obligations due to lenders, investors, and regulatory agencies for the CCF affordable housing portfolio. Ensures sheets, reports, dashboards, alerts, and notifications effectively communicate compliance status and expected corrective active measures where applicable. Assistance with other tasks as assigned, including but not limited to data entry and tenant data analysis (internal and external systems). Provide technical support/training/guidance for all assigned tasks and respond to support requests. Supervisory Responsibilities Prompt and effective communication of high-risk or critical matters/concerns to the compliance management team is required. Timely and accurate reporting of project status is also required. The Analyst provides effective communication tools to enable end users to complete assigned tasks and cure noncompliance. The Analyst guides other staff members, evaluates operational needs, and plans efficiencies with the management team. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The Analyst is effective in their role: when the Reporting Log and workflows contain complete, accurate, and consistent information between all entries; when automated distribution of third-party reporting is enabled in all instances possible; when technical guidance and reference materials have been implemented and effectively enable end users with system upkeep and database management; and when technical support and developments effectively improve operational efficiencies per the workflows and needs of the Compliance Department. The Analyst brings excellence to their work and related activities and effectively completes the job. The Analyst must: have adequate skill in Adobe Pro and Microsoft Office programs, advanced-level attention to detail, and accuracy in recognizing that small numbers and details matter, have moderate-to-advance ability to maneuver through the technical systems and procedures (i.e., archiving data electronically, filtering electronic data to streamline views, etc.), have moderate-to-advanced competency in producing/understanding Excel formulas, ability to read/examine/apply extensive legal records or regulatory literature, perform effective analysis of information, resolve issues independently where limited standardization exists, ability to apply logical and critical thinking concepts, demonstrate effective problem-solving skills, ability to perform research and make decisions based on adequate analysis of information and circumstances, establish sound priorities and meet deadlines, effectively manage a large workload, maintain effective performance during rush periods, handle sensitive information with integrity, work productively and with initiative, have the flexibility to adapt to change effectively, maintain adequate typing speed (i.e., 40 wpm or more), work well independently and in a group environment, professionally communicate in both written and verbal form, strive to do more for the team, and carries out work professionally in both product and conduct. Education and/or Experience A bachelors degree in information technology, or two years of information technology experience, or four or more years of relatable experience, or a combination of education and experience. Experience with Smartsheet or Yardi is preferred. Microsoft and Smartsheet certifications are highly preferred. Wage $27.00-$33.00 per hour DOE