Application Analyst (Transit Maintenance)

Massachusetts Bay Transportation Authority•Boston, MA

9d•Onsite

About The Position

The Application Analyst provides system analysis, configuration, maintenance, administration, and day-to-day support of assigned enterprise applications to ensure reliability, security, and high-quality service delivery across the MBTA. This role serves as a subject matter expert for functional and technical components of assigned platforms, troubleshooting issues, resolving incidents, and coordinating escalations with vendors and partner technology teams. The Application Analyst monitors system performance, maintains documentation, supports upgrades, and ensures data integrity in alignment with organizational and regulatory requirements. This position also supports audits and compliance activities, and serves as a key liaison between IT, end-users, and business stakeholders, delivering responsive and professional service. This role will focus on support of transit maintenance tracking software. This includes learning the software from the IT perspective and from the users’ perspective; learning business workflows and how the software supports MBTA maintenance business practices. This role will also support data integrations with other enterprise-wide systems. Secondarily and as needed, this role will learn two other applications that the Transit Applications Team supports and help with support.

Requirements

Three (3) years of experience in system analysis, including enterprise application design, configuration / development, implementation, and support.
Proven ability to map and document complex business processes and identify opportunities for optimization or automation within assigned applications.
Experience identifying and documenting business rules and technical requirements.
Foundational knowledge of cloud-based application delivery models such as Software as a Service (SaaS) and / or technology infrastructure concepts.
Experience with IT service management / ticketing systems.
Strong interpersonal skills to interact with stakeholders, vendors, team members, and end-users.
Ability to work with many different types of professionals in a fast-paced environment.
Ability to work effectively with a diverse workforce and end-user community.
Excellent attention to detail.
Strong working knowledge of the Microsoft Office suite (Word, Excel, Outlook, PowerPoint, and Teams).
Effective organizational, analytical, multi-tasking, time management, and documentation skills.
Exceptional verbal and written communication skills, capable of translating complex technical concepts for end-users.
Excellent customer service and conflict resolution skills.
Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
Ability to provide internal and external customers with courteous and professional experiences.
Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op.
Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.
All employees must be legally authorized to work in the United States and on an unrestricted basis.
The MBTA does not have an employer work sponsorship program.
However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply.
Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

Nice To Haves

Three (3) years of experience with complex SQL queries.
Experience with Crystal Reports, Tableau, or other reporting tool.
Experience teaching application materials to users of various technical abilities.
This is not a programming role, but knowledge of how applications work is necessary for a successfully implemented job.

Responsibilities

Provide day-to-day application support for assigned platforms.
Troubleshoot and resolve application issues, including user access, synchronization, and performance problems.
Serve as a primary point of contact for application-related incidents, service requests, and user inquiries.
Serve as subject matter expert (SME) for all functional and technical aspects of the applications and associated technical components.
Partner with other team members on any application functional or technical issues or questions.
Provide third level support for application issues, including issues with application functionality, environment configuration, and / or system integrations.
Coordinate with relevant software vendor(s) to escalate and resolve complex issues.
Perform root cause analysis for recurring issues and implement preventive measures.
Monitor system health and logs to ensure availability and reliability.
Assist with application upgrades, patches, testing, and release validation.
Collaborate with partner technology teams to ensure proper integration with other enterprise systems.
Develop and maintain application documentation, support procedures, and knowledge base articles.
Monitor and validate user access provisioning / deprovisioning, roles, permissions, and access controls.
Ensure data integrity and security within the platform, following organizational and regulatory standards.
Support audits and compliance activities related to application controls and regulatory requirements.
Participate in disaster recovery planning.
Handle sensitive and confidential information in an appropriate manner.
Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
Participate in the on-call support rotation, responding to emergencies on a twenty-four (24) hour, seven (7) day per week basis while on-call.
Work any and all shifts and / or locations as assigned or directed, including occasional night and / or weekend work.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include focus on one or more departments or locations.