Systems Training and Adoption Analyst

Systems Training and Adoptions Analyst, Boston Corporate Office - Boston, MA

Job Summary: The Systems Training and Adoption Analyst supports the successful rollout, adoption, and consistent use of enterprise applications primarily focused on Yardi, MRI products. This role prepares users for go-live through readiness activities, communications, and end-user training; develops and maintains training materials, and job aids; supports the IT team with functional quality assurance and user acceptance testing; and provides Tier 1 application support during and after deployment. The analyst builds a working understanding of end-to-end business processes, resolves common user issues, documents complete ticket details, and routes complex or specialized requests to the appropriate functional or technical subject matter experts (SMEs). The position also monitors adoption and data quality trends to identify where more training or process support is needed.

Measures of Success: Increased adoption of supported applications and standardized workflows; effective training shown by learner feedback, proficiency, and fewer repeat questions; timely, accurate Tier 1 ticket resolution; complete, correctly categorized tickets routed to the right SME with minimal reassignment; and accurate, current, accessible training materials that support user self-service.

Supervision Received: This role reports to the Chief Information and Digital Officer within the IT Service Center.

Reporting Structure: None

FLSA Status: Exempt

Location: Corporate Office (Boston) or neighboring states. Hybrid

Essential Job Accountabilities:

• Serve as a go-to resource for day-to-day use of enterprise applications (e.g., Yardi Voyager and related platforms).
• Plan and deliver role-based end-user training, workflow coaching, functional walkthroughs, and point-of-need guidance for deployments, upgrades, and ongoing adoption.
• Support system adoption by reinforcing standardized processes and proper system usage.
• Provide Tier 1 application support by troubleshooting and resolving common issues, answering user inquiries, documenting complete ticket details, and monitoring requests through resolution.
• Support system implementations, upgrades, and enhancements by coordinating user readiness, deployment communications, training, and post-launch stabilization activities.
• Provide hypercare support following go-live and major upgrades, including heightened issue monitoring, rapid response to user questions, and point-of-need assistance until the system stabilizes and users are proficient.
• Develop, maintain, and improve application-specific training materials, job aids, knowledge articles, and reference materials focused on real-time system use keeping them current and accessible to support user self-service.
• Evaluate training effectiveness through learner feedback, proficiency checks, and repeat-ticket trends, and adjust content and delivery accordingly.
• Develop a working understanding of end-to-end business processes and partner with business and IT teams to promote consistent, efficient, and accurate use of enterprise applications.
• Monitor adoption, system usage, data quality to identify where additional training, process reinforcement, or support is needed.
• Support IT team in performing functional quality assurance, user acceptance testing (UAT), workflow validation, regression testing, and deployment-readiness activities; document defects and verify resolutions.
• Triage incidents and service requests, distinguish training or process issues from functional or technical defects, and route complex matters to the appropriate SME with clear context, impact, and troubleshooting history.
• Partner with Learning & Development and business SMEs to translate application workflows into accurate learning content and validate materials before release.

Core Competencies:

• End-User Training, Enablement, and Performance Support
• Training Content Development and Knowledge Management
• Application Communication and Task-Based User Guidance
• Tier 1 Application Support, Ticket Triage, and SME Escalation

Qualifications:

• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Ability to provide efficient, timely, reliable, and courteous customer service
• Excellent team collaboration skills
• Strong project management and interpersonal skills
• Ability to define goals, plan strategically, implement a plan of action, reflect on outcomes, and adapt to a continually changing environment
• Goal-oriented and able to prioritize and manage multiple tasks and projects
• Ability to comprehend, analyze, and interpret documents
• Demonstrated ability to deliver engaging end-user training to individuals and groups, both in person and virtually via Microsoft Teams
• Proficiency in hosting and facilitating live virtual training sessions in Microsoft Teams, including screen sharing, breakout rooms, chat, and session recording
• Experience assessing learner needs and adapting training content, pace, and delivery style to varying levels of technical proficiency
• Ability to create clear training materials, job aids, and recorded demonstrations that support both instructor-led and self-paced learning

Education and Certifications:

• A bachelor’s degree (BA/BS) or equivalent combination of education and relevant experience
• 5+ years of business operational experience
• 4+ years of experience supporting applications
• Experience supporting finance-related systems or financial business processes
• Experience with affordable housing operations and processes, with a focus on compliance (e.g., LIHTC, HUD, and other subsidy program requirements), resident certification and recertification, and reporting
• Experience supporting affordable housing systems and workflows for CRM, leasing and resident management, billing, rent collection, and related property management functions
• Implementation experience with multiple enterprise application software platforms

Compensation: $70,000 - $75,000 annual salary

Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

Company Overview:

Founded in 2004, Beacon Communities LLC is a privately-owned real estate firm that develops, acquires, invests in, and manages a wide range of multifamily housing. Beacon currently owns and manages approximately 150 properties including affordable housing, market rate housing, and mixed income-housing. Its developments range from new construction, to historic adaptive reuse, to the renovation of existing housing.

At Beacon, we strive to make a difference in our residents’ lives. We build outstanding communities that make enduring contributions to the vitality of our cities and towns. We create communities that serve a diverse cross section of our society. Our communities are healthy and vibrant. Why? Because they are planned with care, consideration, and compassion.

Benefits Offered:

At the core of Beacon Communities is the talent on our teams, and we are committed to taking care of our team members so they can deliver great experiences to our residents. That is why we are proud to provide competitive compensation and comprehensive benefits that support a healthy life for you and your family when you join our team.

As a regular, full time employee at Beacon you can expect:

• Health & Wellness Benefits. We offer plans for quality medical, dental, and vision coverage to all employees regularly scheduled to work a minimum of 24 hours or more per week. HSA/FSA options are also available.
• Work-Life Balance. On top of offering 13 paid holidays per year, we have an attractive paid time off policy that includes vacation days, personal days, sick time, wellness days, summer flex time, volunteer days and early close Fridays.
• Retirement planning. We offer a 401k program with a company match.
• 100% Company-Paid Life Insurance. With affordable options to elect voluntary life, critical illness, hospital care or accidental injury coverage.
• Access to an Employee Assistance Program (EAP),Childcare & Eldercare Support, Career Development and Advancement Opportunities… and more!

Beacon Communities LLC is an Equal Opportunity Employer that seeks a diverse pool of candidates. We are committed to a policy of equal employment opportunity without regard to race, color, ancestry, national origin, religion, disability, gender, gender identity, sexual orientation, age, veteran status or other protected class. All qualified applicants are encouraged to apply. Beacon Communities LLC participates in the E-Verify program.