Systems & Training Specialist

Job Overview:

We are looking for a proactive liaison who bridges Operations and the Support team. The role focuses on triaging tickets to determine whether they stem from system functionality or from usertraining gaps then turning the trainingrelated issues into clear documentation howto guides and training sessions while still providing daytoday support.

PRIMARY RESPONSIBILITIES

• Ticket triage & classification Review incoming tickets quickly assess whether the root cause is a system configuration issue or a knowledge/training gap and route them appropriately.

• Create training content For tickets identified as training issues develop stepbystep howto guides quickreference sheets and short video tutorials; keep the knowledge base current.

• Provide enduser support Continue to assist users directly with system questions troubleshooting and realtime guidance as needed.

• Collaborate with crossfunctional teams Work closely with Operations leaders Support staff and the RealPage administration team to ensure system settings roles and rights align with business needs.

• Identify and mitigate project risks Spot potential process or system risks early and recommend mitigation strategies escalating to senior leadership as appropriate.

• Communicate proactively Keep stakeholders informed about tool updates resource needs and training opportunities demonstrating accountability and selfawareness.

• Manage and resolve issues communicated via the ticketing system ensuring timely and effective resolution of software-related problems.
• Provide end-user support and training to maximize software utilization and effectiveness.
• Build familiarity with key software products used by the organization with a strong preference for RealPage software experience.
• Communicate proactively regarding tools resources and support needed for success demonstrating accountability and self-awareness.

QUALIFICATIONS

Required:

• 2 years of experience designing comprehensive training materials and e-learning modules including the delivery of interactive small-group training sessions.

• Strong analytical and problemsolving skills to assess ticket content and determine root causes.

• Excellent written and verbal communication skills; ability to translate technical concepts into clear userfriendly documentation.

• Intermediate proficiency with RealPage software including managing system settings roles and rights across multiple products.

Preferred:

• Bachelors degree in Business Information Systems or a related field or equivalent work experience.
• Experience using ticketing systems for issue management and resolution

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Excellent analytical and problem-solving skills to assess system functionality and identify improvement opportunities.
• Effective communication skills with the ability to guide users and stakeholders through technical and non-technical discussions.
• Familiarity with process improvement techniques and tools is a plus.
• Proven ability to translate technical concepts into clear actionable guidance for non- technical users.
• Adaptability to shifting priorities and willingness to take on additional administrative tasks when necessary.
• Ability to work independently prioritize tasks and meet deadlines in a fastpaced environment.
• Knowledge of processimprovement techniques is a plus.