Strategic Operations Support (SOS) Specialist II (51116)

At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members. In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work’s "Best Workplaces for Women." BH was also ranked in 2018 and 2020 as one of the "Best Workplaces for Millennials.” In addition, in 2019, BH was named to the 100 “Best Workplaces for Diversity.” We continue to recognize that we are only as strong as each individual employee, and we value our employees by providing a strong benefit package:

• 3 Weeks of Paid Time Off
• Medical/ Dental/ Vision
• 401(k) + company match
• Birthday Paid Day Off
• BH Gives Back (Paid Volunteer Time Off)
• 12 Paid Holidays
• BH Paid Leave
• Sabbatical
• Education Reimbursement
• Employee Assistance Program

Position Summary: 

Responsible for assisting with all aspects of technical application support to end users including second level support and ensuring data integrity by complying with policy and procedures. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

Essential Job Functions:

• Provides application support, including remote support, to install, configure, test, and troubleshoot application hardware and software.
• Evaluates, recommends, and develops business process improvements and enhancements, including creating documentation from concept through implementation.
• Uses the automated help desk ticket management system to access service requests and track progress from creation through resolution while adhering to ticket SLA criteria.
• Completes intermediate & advanced level support problems including timely communication to next tier level of support.
• Assists with one on one training of the property management system with onsite users.
• Manages security by taking proper precautions so that the users are allowed access to the necessary and appropriate applications within the property management system in accordance with SOX regulations and controls.
• Create beginner to intermediate SQL queries, with assistance from SOS Specialist III or SOS Manager when appropriate, to review data within tables of property management software and generate or modify packages as necessary to correct data discrepancies while adhering to SOX controls
• Performs transactional imports as it relates to utility billing into the property management system.
• Participates in the analysis, testing and deployment of application upgrades.
• Provide one-on-one application support assistance if needed by the SOS Specialist I.
• Other duties as assigned.

Minimum Qualifications/Skills:

• Minimum 2 - 3 years’ experience in a technical support/helpdesk role
• Property management software knowledge and how it is used within the