Software Systems Manager

Housing Authority of San Luis Obispo (CA)

Published: 6/14/2022

Technology

Job Description

The Software Systems Manager provides strategic oversight of Yardi and the Agency’s related business applications, ensuring technology effectively supports operational needs, regulatory compliance, and efficient service delivery. The Manager proactively identifies systemic issues, evaluates how staff use software and technology in their daily work, and develops solutions that address root causes rather than repeatedly resolving the same problems.

The Manager works closely with frontline staff and department leadership to understand workflow challenges, identify opportunities to streamline processes, and improve the effective use of existing applications. Responsibilities include developing and delivering targeted staff training, recommending system enhancements, and collaborating with software vendors to improve functionality, efficiency, and cost-effectiveness. The Manager also partners with the Agency’s managed IT provider to resolve technical issues, establish hardware standards, plan technology changes, and ensure staff have the tools needed to perform their work effectively, including in the field.

The goal is to ensure technology is not simply maintained, but continually improved to support the Agency’s evolving needs, strengthen staff performance, reduce inefficiencies, and deliver sustainable, practical solutions.

This is a working manager position. The Manager is expected to perform advanced configuration, reporting and troubleshooting work directly, in addition to supervising staff and setting the Agency's technology standards, procedures and roadmap.

Strategic context

Yardi has become mission-critical infrastructure for the Agency: it carries the property management, compliance certification, voucher, accounting and reporting functions on which the Agency's funding relationships depend. Compliance and reporting risk is therefore inherently technology risk. This position exists to ensure that (a) institutional knowledge of the Agency's core systems does not rest with a single individual, (b) staff receive timely day-to-day support rather than queuing behind project work, and (c) the functions of strategic system ownership and operational support are separated and independently resourced. Because contracted IT vendors do not generally understand housing operations or Yardi workflows, the Agency's software expertise must be held internally.

Supervision Received and Exercised

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Receives general direction from the Director of Housing Management. Work is reviewed against Agency objectives and results, not against method.

Provides direct supervision to the Software Implementation and Support Specialist.

Directs Yardi-related work performed by staff in other departments.

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Software Systems Administration and Optimization\n
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Configure Yardi modules and workflows to reflect Agency policy, regulatory requirements and approved business process.

Own system optimization across Yardi and related applications: assess current use against available capability, identify underused or misused functionality, and implement improvements.

Oversee data integrity, system audits and compliance-related reporting structures, ensuring that data entered across departments supports accurate certification, accounting and regulatory reporting.

Develop and maintain the Agency's reporting architecture, including dashboards and standard reports used by executive leadership, property management and the Housing Choice Voucher Division.

Perform advanced troubleshooting on system issues that exceed first-line support capability, and engage vendor support where required.

Serve as the Agency's subject matter expert for software systems, and act as the escalation point for software questions, configuration requests and workflow design.

Implementations, Projects and Vendor Management\n
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Manage software implementations, upgrades, testing and rollouts, including scoping, scheduling, user acceptance testing, training coordination and post-implementation support.

Plan and execute technology-related projects from initiation through close, developing and leading teams of members with varying levels of expertise.

Serve as principal contact with software and service vendors — including contracted IT support providers such as CITIG — and negotiate for services and products, oversee vendor work, and hold vendors accountable to agreed service levels.

Manage contracts related to software systems, including renewals, license counts, subscriptions and vendor performance.

Brings planned technology purchases, software, system changes and new vendors to the Agency’s managed IT provider before the Agency commits to them, so requirements, security and support are worked out in advance.

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Security, Access Governance and Standards\n
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Own user access within Yardi, the Agency's website content management system and other Agency business applications, including role design, permission structures, provisioning and periodic access review.

Serve as the Agency's authorized requester and approver for access to Microsoft 365, email, network and shared files, and submit new-hire, role-change and separation requests to the managed IT provider so access is granted and removed on time.

Work with the managed IT provider on security risk: review its findings and recommendations, bring them to leadership for decision, and track agreed actions to completion. Changes to firewalls, network equipment, endpoint protection and Microsoft 365 security settings are made by or coordinated through the managed IT provider.

Work with Human Resources and the managed IT provider to develop and maintain technology policies and procedures, including how departments request and implement new technology, and security awareness training for new employees within their first 30 days.

Coordinate technology-related compliance, audit and cyber insurance responses, gathering technical answers from the managed IT provider and confirming they match how Agency systems actually operate.

Support technology-related compliance and audit activities, and ensure system controls satisfy auditor and regulator expectations.

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Training, Staff Development and Support Operations\n
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Serve as the first point of contact for Yardi and business-application questions, especially how-to and training issues, and direct infrastructure, device and account problems to the Agency’s managed IT provider.

Lead the Agency's software (Yardi) training strategy: determine competency expectations by role, direct the development of training content and reference materials, and verify that staff can execute system workflows correctly.

Supervise the day-to-day technology support operation, including ticket coordination, response standards and escalation paths.

Supervise, train, assign, review and evaluate the work of assigned staff; establish performance standards and conduct performance evaluation.

Make recommendations for staffing levels and production support capacity, and assist in the selection of staff.

Mentor staff at varying levels of expertise and provide cross-training to build redundancy in key administrative functions.

Coordinate with user departments on scheduling, problem resolution, documentation and production control.

Equipment, Assets and Operational Continuity\n
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Work with the Agency’s managed IT provider to set hardware standards, and approve, budget and track Agency technology equipment, including computers, cell phones and mobile devices.

Own the technology side of onboarding and offboarding; receive notice from Human Resources, confirm with the hiring manager what systems, equipment, workspace and phone the person needs, and submit complete requests to the managed IT provider early enough that everything is ready on the first day, and that access is removed at separation.

Coordinate upgrades in hardware, software and communications components with outside vendors and users, minimizing interruption in service.

Support technology budgeting and procurement planning.

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Cross-Department Integration, Web, and General\n
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Lead cross-department system integration, ensuring that systems supporting property management, compliance, the Housing Choice Voucher Division, finance and resident services share data accurately and consistently.

Coordinate with executive leadership on technology direction and represent the Agency's technology interests in planning discussions.

Serve as Website Manager, responsible for the content and direction of the Agency’s website and coordinating the web vendor who handles technical development.

Evaluate needs for new and revised systems, identify possible improvements in computer systems, and recommend purchase of new information systems hardware and software.

Regularly attend seminars and read and evaluate trade journals, vendor reports, white papers and other sources for emerging technologies.

Maintain various records and documentation for departments and computer systems.

Perform related duties as required.

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Education, Training and Experience: Any combination of education and experience equivalent to an associate's or bachelor's degree in Information Technology, Business Information Systems, Computer Science or a related field; three years of experience administering, configuring or supporting on enterprise property management, housing or ERP system, including reporting, data integrity and user training with at lease one year in a lead or supervisory role. Experience with Yardi is strongly preferred.

Knowledge of: Working familiarity with network security, mobile device management and phone systems, sufficient to evaluate recommendations from the Agency’s managed IT provider and phone vendor and explain them to leadership. Modern office practices, procedures and equipment; specifically, Microsoft Office Suite, Internet and Yardi Voyager PHA/Voyager Affordable/ Client Central/ Rent Café; work methods and techniques applicable to document preparation; proper telephone/voice mail system methods and procedures.

Ability to: Analyze and resolve user needs and problems, including complex problems requiring identification of appropriate resources. Interpret and apply information from technical manuals. Communicate on technical issues with individuals of varying degrees of computer familiarity. Instruct others in the use of computerized information systems. Adapt existing database software, spreadsheets and other programs to best meet departmental or end-user needs; create and update web sites to meet departmental needs. Be a role model; lead, train, mentor, manage, evaluate and support direct reports, including acting as a point of escalation for complex situations. Exercise creativity and good judgment in a variety of situations; analyze problems, identify and implement solutions. Communicate effectively, both verbally and in writing. Work independently while also functioning effectively as part of a team. Adapt to changing priorities and interruptions while maintaining accuracy, attention to detail, and meeting established deadlines. Follow written and verbal instructions, research information and identify appropriate sources. Learn and effectively use Agency software and information systems. Demonstrate flexibility, patience and tolerance; maintain professionalism, impartiality, objectivity and confidentiality. Establish and maintain professional working relationships with those contacted in the course of work.

Physical Demands: This classification primarily involves office work including: sitting for prolonged periods of time, walking, ascending/descending stairs, standing, bending, stooping, squatting, reaching, pulling; the coordinated use of fingers, hands, arms and knees; and occasional lifting of up to 30 lbs.

Working Conditions: Open ventilation office environment with limited exposure to dust, noise, fumes, odors or chemicals.

Special Requirements: Must be insurable by HASLO’s automobile insurance carrier which requires a valid driver’s license and a good driving record. May be required to possess fluency in a language other than English and be knowledgeable of the culture associated with clients speaking that language.

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\nThis Job Description is a guideline reflecting the primary activities associated with this position; it is not intended to be an all-encompassing list of responsibilities, skills, efforts, or working conditions. HASLO retains the right to assign other related duties; change or modify this job description at any time.\n
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Compensation details: 113208-137640 Yearly Salary

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