System Support Associate

The System Support Associate is a client-facing position whose primary responsibility is to support clients using Kelmars KAPS unclaimed property management system. The role requires strong knowledge of KAPS and a commitment to becoming an expert in all facets of the system. The Associate will assess current processes, recommend improvements, and may also be assigned individual and group projects as needed.

This is a remote position with the option to work in any of Kelmars offices, including Rockland, MA;
Wakefield, MA; or Wilmington, DE. The Associate may be required to work occasional evening/holiday hours as needed.

• Gather and document requirements from current or requested client‑specific processes and customizations.
• Refine and review customer requested criteria with the Product Owner and management team.
• Compose tickets for development using prescribed guidelines and in accordance with priorities and established timelines.
• Perform acceptance and regression testing on completed development work.
• Act as first line of defense in all client support requests; use critical thinking and available tools to diagnose problems and identify solutions.
• Prioritize development requests based on needs and other factors.
• Communicate regular updates on all open tickets for assigned clients and projects.
• Train end users in the KAPS system, including assisting with periodic webinars.
• Analyze and recommend process workflows to client.
• Work with the Training and Documentation Specialist to author and maintain system and process documentation, knowledge base, and training materials.
• Conduct/attend regular virtual meetings/calls with clients; occasional on‑site visits may be required.
• Provide status reports on open requests to clients as required.

• Minimum of 2 years relevant work experience; prior experience managing clients in a system support role preferred.
• Preference may be given to candidates with prior working knowledge of unclaimed property.
• Excellent technical writing and verbal communication skills.
• Strong planning, time management, communication, decision‑making, presentation, and organization skills.
• Advanced experience in Microsoft Office (Excel, Word, Visio, etc.).
• Comfortable using online meeting platforms (Microsoft Teams, etc.).
• Adaptable to a fast‑paced environment; self‑directed learner and independent problem solver.
• Must be a team player.
• Travel up to 15% may be required.
• Candidate must be legally authorized to work in the U.S. without sponsorship now and in the future.

Compensation: Depending on experience and skill set, the hiring range is $55,000 – $62,000.

Benefits: Kelmar provides the following:

• Medical, Dental and Vision Insurance
• Flexible Spending Plans
• Basic Life, AD&D, and Voluntary Term Life Insurance
• Disability Insurance
• 401(k) Plan with Company Match
• Paid Parental Leave
• Paid Time Off
• Tuition Assistance
• Eligible for Discretionary Annual Bonus

All positions on the Kelmar KAPS Team may have occasional non‑standard schedule requirements (nights and weekends) for which sufficient notice will be provided. This may include travel time, coverage for Go Live weekends, and for on‑call coverage.

Kelmar Associates is an equal opportunity employer.