IT Department - Application Analyst and Trainer

IT Department - Application Analyst and Trainer

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.

The Application Analyst and Trainer provide day-to-day support for the City’s enterprise applications including Tyler Munis ERP, Open Gov, Laserfiche, and Mark
43 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.

• Provide day-to-day support for Tyler Munis, Open Gov, Laserfiche, Mark
  43, 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.

• 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.

• Modify or enhance existing workflows within Open Gov, 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.

• 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.

• 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.

• 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.

• 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.

• Hands-on experience with Tyler Munis, Open Gov, Laserfiche, or Mark
  43.
• Experience supporting end-users in a helpdesk or application support environment.