Systems Specialist - Level II

POSITION: Systems Specialist - Level II (Full Time, Exempt)

COMPENSATION: Pursuant to Colorado regulations, if this job is performed in Colorado, the salary range is $60,000 - $70,000 plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.

SUMMARY

As the Systems Specialist - Level II, you will provide technical support to all communities to manage operations and accounting functions within our management software. This role is crucial for providing technical expertise, executing repeatable processes, and contributing to the successful resolution of complex issues. The ideal candidate is a dependable and detail-oriented professional with a strong foundation in systems support. In addition, the Systems Specialist - Level II will work with the team to ensure adequate understanding of best practices and procedures.

RESPONSIBILITIES (Including but not limited to)

• Serve as the designated escalation point for team members, resolving complex technical issues and providing targeted training or task completion where initial support levels require intervention.
• Act as the primary escalation tier (Tier 2) for advanced help desk support, troubleshooting complex user issues, system errors, and access/permission discrepancies across property management platforms (Yardi, Entrata, RealPage, RentCafé) and other supported systems and vendors.
• Lead system implementations, upgrades, and optimization efforts for the Cardinal software suite, moving beyond basic access to ensuring long-term platform health and efficiency.
• Prioritize the Help Desk ticket system based on organizational impact and team member needs, while auditing ticket inputs to identify knowledge gaps and implement efficiency improvements.
• Analyze recurring Tier 1- 3 tickets to conduct root-cause analyses, standardizing fix procedures to prevent future ticket generation.
• Proactively support and create Generative AI applications, focusing on content creation, data synthesis, and process optimization to drive daily operational value.
• Identify, modify, and document repeatable daily processes to enhance team efficiency, moving from simply following directions to active process improvement.
• Execute and manage monthly, quarterly, and yearly system and business process audits to ensure absolute compliance across the entire portfolio.
• Take a leadership role in assigned projects, including the creation of Standard Operating Procedures (SOPs), training delivery, and providing strategic recommendations to team leadership.
• Responsible for the accuracy of support documentation through frequent audits and the creation of detailed service requests and SOPs.
• Actively maintain intermediate technical knowledge in at least one identifiable discipline with moderate knowledge across three or more additional technical areas.
• Collaborate with Cardinal leaders to provide tailored advice for Business Unit needs and assist the Team Lead in establishing and holding the team accountable to best practices.
• Triage, investigate, and resolve escalated tickets beyond Tier 1 support scope, ensuring proper ticket tagging, categorization, and documentation of resolution steps.
• Perform complex data mapping and conversions, ensuring all data migrations are accurate, efficient, and meet community requirements.
• Facilitate "connection calls" and one-on-ones to support the technical growth and task completion of other team members, acting as a resource for their professional development.
• Research system enhancements and upgrades to solve open work orders and achieve management goals, ensuring smooth daily operations of all systems and test environments.
• Participate in Cardinal U training as required.

QUALIFICATIONS

• Strong attention to detail.
• Independent sound decision making and problem-solving skills.
• Ability to work with minimal direction.
• Capability to explain solutions in non-technical terms.
• Strong customer service skills.
• Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment.
• Working knowledge of property management software: Yardi, Entrata, RentCafé, RealPage, and GSuite are preferred.
• Excellent written and verbal communication skills.
• Two (2) years' experience in a technical role and property management or equivalent preferred.
• Ability to embody the Cardinal Culture and Cardinal Core Values every day.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work in an office environment and also have frequent exposure to outside of apartment buildings and in all areas of the property including amenities and have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to use hands to finger, type, handle, or feel and talk or hear. The Team Member regularly required to stand; walk; reach with hands and arms, and climb, stoop, or squat. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and must be able to work inside and outside in all weather conditions including, but not limited to rain, snow, heat, hail, wind and sleet.

The Team Member must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Routine local travel is required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Overnight travel is required to attend property visits, company functions and other situations necessary for the accomplishment of special projects that may be assigned from time to time.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their Team Leader.