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.