The Town of Agawam is accepting applications for one (1) Application Analyst and Trainer. The salary range for this position is $51,832.82-$59,117.24. Applications are available on our website at https://agawam.ma.us/Jobs.aspx. Completed applications can be submitted via email to Victoria Carestia (VCarestia@agawam.ma.us) or Lauren Wood (LWood@agawam.ma.us), or mailed to the Human Resources Office, 36 Main Street, Agawam, MA 01001. Application Analyst and TrainerJob description Position Summary The Application Analyst and Trainer provide day-to-day support for the City’s enterprise applications including Tyler Munis ERP, OpenGov, Laserfiche, and Mark43 by troubleshooting issues, improving workflows, documenting processes, and training end-users. The role requires strong problem-solving skills and the aptitude to learn new applications and modules, even when unfamiliar, as the city expands or updates its software systems.
Key Responsibilities
Application Support
- Provide day-to-day support for Tyler Munis, OpenGov, Laserfiche, Mark43, and other departmental applications.
- Troubleshoot issues related to permissions, workflows, data entry, configuration, and user errors.
- Assist departments in understanding application features and resolving operational problems.
- Identify recurring issues and recommend small-scale workflow or configuration improvements.
- Collaborate with departments to ensure application use aligns with established workflows and training materials.
Training & User Support
- Deliver training to end-users on application features, workflows, and best practices.
- Develop user guides, quick-reference materials, and step-by-step instructions.
- Provide one-on-one or group training sessions for new employees or departments adopting new workflows.
- Help departments understand how application capabilities support their business processes.
Workflow Improvements
- Modify or enhance existing workflows within OpenGov, Laserfiche, or Munis modules based on departmental needs.
- Test workflow changes made by departments to ensure functionality, accuracy, and alignment with business processes.
- Document workflow updates and communicate changes to affected departments.
Departmental Support
- Work directly with City departments to understand operational needs and how they use enterprise applications.
- Provide guidance to non-technical staff on how application features support their business processes.
- Serve as an internal liaison, not a vendor coordinator.
Documentation
- Create and maintain documentation for application configurations, workflow steps, troubleshooting procedures, and user guides.
- Maintain a knowledge base of common issues and resolutions.
- Prepare periodic summaries of application issues, trends, and workflow improvements.
Required Skills & Qualifications Technical Skills
- Experience supporting enterprise applications such as ERP systems, workflow platforms, document management systems, or public safety software.
- Understanding of municipal business processes (finance, HR, permitting, public safety, records management).
- Aptitude to learn new applications and adapt quickly to unfamiliar systems, modules, or workflows.
Communication & Training Skills
- Experience delivering training or creating instructional materials.
- Effectively bridges the gap between technical and non-technical audiences by conveying complex ideas in a straightforward, user-friendly way.
- Strong documentation skills for procedures, and user guides.
- Ability to gather requirements for small enhancements or workflow adjustments.
Preferred Experience
- Hands-on experience with Tyler Munis, OpenGov, Laserfiche, or Mark43.
- Municipal or public-sector environment.
- Experience supporting end-users in a helpdesk or application support environment.