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FirstService Residential Systems Support Manager, Operations in Irvine, California

Job Overview

The Systems Support Manager is based in a Regional or Corporate office and may require travel in support of their area of responsibility including but not limited to multiple regional offices and onsite locations. Primary responsibilities for this position are to support the Director of Operations with the oversight of companywide management operational tools, systems, and platforms (e.g., Connect, SouthData, VIVE, Jenark, Avid, Smartwebs, FranPOS) and to serve as the Connect Coordinator for the California market. This position will also be responsible for some operational training, mostly but not limited to, systems training for Regional Administrators.

Compensation: $25-27hr

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

Job Responsibilities:

  • Proficient in the understanding of community management services and operational specifics. Understands civil code and association governance and comprehension of various management methods and/or structures.
  • Proficient in the understanding and utilization of companywide management operational tools, systems, and platforms (e.g., Connect, SouthData, VIVE, Jenark, Avid, DocusSign, SmartWebs, FranPOS).
  • Possesses a curiosity about potential operational and process improvements and an ability to analyze implications, summarize, and report to the Director of Operations.
  • Continually build awareness of best practices and their potential application to company procedures.
  • Provide input and direction to the Director of Operations for the development or updating of tool, process, and training needs.

  • Serve as the Connect Coordinator for the California market. Responsibilities include:

  • Troubleshoot errors and bugs experienced by users, homeowners, and board members using the National Ticketing System.

  • Gather user feedback, identify needs, and submit enhancement requests to System Developers and Project Managers.
  • Identify potential required training from new/updated features and develop guides and SOPs.
  • User Administration: understand how to create, disable, and modify access rights and support the Operations, Administrative Assistant with this function as needed.
  • Attend monthly Regional Connect Coordinator calls and quarterly National Connect Coordinator calls.
  • Other duties as needed.

  • Acts as the FranPOS system administrator, responsible for:

  • Overseeing its functionality, troubleshooting issues, and coordinating with FranPOS support.

  • Collaborating with FranPOS for enhancements based on user feedback.
  • Ensuring proper user management within FranPOS, including access rights and permissions.
  • Staying updated on FranPOS system changes and conducting training sessions for staff accordingly.
  • Working closely with FranPOS teams to ensure seamless operation and support for system reports and changes.
  • Carry out duties related to the implementation of new programs or systems at FirstService, including, but not limited to:
  • Attend new program/system pre-launch meetings calls as needed.
  • Participate in beta testing and provide feedback.
  • Learn and understand systems to be able to create training materials.
  • Create thorough, engaging end-user training materials (User Guides, Wikis, PowerPoints) for all new system/program roll-outs and system updates or changes.
  • Facilitate Train the Trainer sessions on new programs or systems for the Training Team as needed.
  • Create thorough, engaging Regional Admin training materials (User Guides, Wikis, PowerPoints) for all new system/program roll-outs and system updates or changes.
  • Develop communications/"marketing" pieces to support the launch of new systems/products as needed.
  • Serve as the main support (and trainer as needed) for the Regional Administrators. Communicate system specifics needed for the Regional Admins to be able to properly utilize systems such as Connect, Avid, SmartWebs, and FranPOS.
  • As new operational processes/systems are changed, update FirstSource Wikis and CM Tools and Templates. Conduct a rolling yearly review of all Wikis and CM Tools and Template documents.
  • Conduct research, analysis, or obtain feedback as directed by the Director of Operations
  • Must be able to travel and drive to various locations throughout the State in order to meet with staff and/or clients, and to conduct meetings as well as trainings.
  • Practice and adhere to the FirstService Residential Global Service Standards.
  • Conduct business at all times with the highest standards of personal, professional and ethical conduct.
  • May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
  • Ensure all safety precautions are followed while performing the work.
  • Follow all policies and Standard Operating Procedures as instructed by Management.
  • Perform any range of special projects, tasks and other related duties as assigned.

Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent written and verbal communication skills.
  • Advanced knowledge of Microsoft Office Suite and FirstService Residential’s proprietary software programs.
  • Ability to create training materials, including PowerPoint slides and collateral hard-copy materials in a logical and easy-to-understand format.
  • Provide engaging and useful seminars/classes for the continued educational advancement of all staff.
  • Advanced knowledge and understanding of California Law, especially those found in the Davis-Stirling Common Interest Development Act and other components of the California Condominium Bluebook.
  • Understanding of eLearning systems and how they can be integrated into FirstService Residential’s corporate culture.
  • Builds and maintains strong working relationships with vendors, internal clients, and company leaders.
  • Must have high level of organizational skills including ability to prioritize multiple tasks as well as reprioritize tasks as needed based on incoming workflow.
  • Continue personal growth and education through industry organizations such as CACM, CAI, and other external resources as deemed necessary.
  • Follows Best Practices
  • Adheres to all company deadlines
  • Other duties as assigned

Education & Experience

  • Bachelor’s degree preferred
  • Three years or more with hands-on community management experience including experience with Connect and SouthData preferred
  • Project management experience preferred
  • Mathematical Skills
  • Excellent general math skills.
  • Reasoning Ability
  • Must be able to analyze global operational needs and effectively communicate appropriate solutions and ideas to Supervisor or other members of the Leadership Team.
  • Technical Proficiency
  • Proficient in Microsoft Office Suite, including Excel and Teams.

Physical Requirements & Working Environment:

  • The work environment characteristics are normal office conditions. Requires driving; must have a valid driver’s license, reliable transportation and State mandated vehicle insurance.
  • This position will require hours over and above normal office hours.
  • Consistent and regular attendance required.
  • Evening meetings and weekends may be required, based on business needs.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

Tools & Equipment Used:

  • General office equipment
  • Valid California State Driver’s License and state mandated insurance.

Travel:

  • Travel to regional and on-site offices may be required with multiple night stays.

What We Offer:

  • Medical, dental, and vision plans (full time and part time 30+ hours)
  • Part time 20+ hours qualify for dental and vision
  • 401K match
  • Time off including vacation, sick, and company paid holidays
  • Pet insurance available
  • Verizon discount
  • Tuition reimbursement
  • Legal services
  • Free emotional wellbeing and daily life assistance support for all associates
  • Domestic partner coverage
  • Health savings account
  • Flexible spending account

About Us:

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience exceptional service with a fulfilling career in property management with FirstService Residential.

To learn more about our company and culture, please visit www.fsresidential.com/california

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances.

All offers of employment with FirstService Residential are contingent upon a satisfactory background check.

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