Engineer - Application Support N 4A

Engineer - Application Support N Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description The Analyst Real Estate Applications within the Hines India Real Estate Applications Team, is an extension member of a collaborative and service-obsessed Hines Living Real Estate Applications Team providing systems support to the Hines Living suite of Property Management Systems (PMS’s) to enable Hines to deliver industry-leading Multifamily/BTR and Student Living experiences. As an extension member of the Hines Living Real Estate Applications Team, this role supports our Leasing Offices, Corporate Accounting, Central and Regional Operations, Marketing and, ultimately, our Residents and Prospective Residents. Through troubleshooting and resolving system issues within our suite of Enterprise PMSs, you will ensure the delivery of an optimal and frictionless End User Experience for our On-Site Leasing and Maintenance Teams, Regional and Corporate Users, and our Residents and Prospective Residents. With our growing Multifamily/BTR and Student Housing portfolio, this role will receive direction from the Hines India Associate Real Estate Applications, addressing Service Requests from our internal ticketing system enabling the Hines Living Real Estate Applications Team to address strategic initiatives and projects aimed at optimizing the Hines Living property management platform of services. ESSENTIAL DUTIES AND RESPONSIBILITIES Promptly address Incidents and Service Requests as prioritized and assigned by the Hines India Associate Real Estate Applications to the MFS Entrata Support queue in our HelpDesk ticketing system Lead and support discovery meetings with cross-functional stakeholders to share ideas and findings Provide “first touch” Tier-1 support for On-Site Teams complimenting the core support hours covered by the Hines Living Real Estate Applications Team Provide detailed Root Cause Analysis (RCA) of Incidents and Service Requests resolved in our HelpDesk ticketing system Work with Hines Living to identify opportunities to update End User Guides and FAQ’s Partner with States-Side Support Team (SSST) to identify training opportunities for our On-Site Teams EXPERIENCE Three or more years of experience supporting, testing and implementing cloud-based applications Three or more years in the Multifamily/BTR and/or Student Housing industry Three or more years of experience with ITSM such as BMC’s TrackIT, Freshdesk, Zendesk, Salesforce, Service Now or other industry-leading ITSM platforms EDUCATION Bachelor’s Degree in Computer Science or Information Systems, or a related field from an accredited institution is strongly preferred. SKILLS/CERTIFICATIONS Multifamily/BTR or Student Housing industry Property Management System (PMS) experience Experience using or supporting Entrata or StarRez PMS Excellent troubleshooting and analytical skills Excellent communication skills and service-obsessed approach to End User support Excellent time management skills Solution-oriented approach to problem solving Proficient with MS Office 365 (i.e., Outlook, Word, Excel, PowerPoint, etc.) Proficient with collaboration platforms (i.e. MS Teams, Zoom, etc.) WORKING CONDITIONS Ability to operate a computer, phone system and general office equipment Work over 40 hours per week as business needs deem appropriate Work indoors approximately 100% of the time The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Job duties and responsibilities may change, or new ones may be assigned at any time with or without notice.