Application Analyst - Digital Workplace (Contractor Position)

Massachusetts Bay Transportation Authority•Boston, MA

1d•Hybrid

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 specialized Enterprise Application platforms that support the core workflows of our organization’s departments, such as Comply365, Microsoft Power Platform for workflow automation, HR, Learning, and Document Management systems, as well as related data integration between these and other enterprise systems. This is a term-limited and project-specific contractor position that is not employed directly by the MBTA. This hybrid position requires being in the office at least two (2) days per week.

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.

Nice To Haves

Experience with enterprise applications.
Application expertise: Proven experience in the administration, configuration, and support of enterprise-level digital workplace applications (e.g., Comply365, Document Management System, Human Resources (HR), Learning Management System (LMS), Identity Provider (IDP), and Power Platform, etc.).
Power Platform Proficiency: Direct experience developing, governing, or administering solutions using the Microsoft Power Platform (Power Automate and/or Power Apps).
Integration Skills: Foundational knowledge and experience with Application Programming Interface (API) management, system connectors, or data integration tools/middleware.
Microsoft 365 Core Knowledge: Strong conceptual understanding of M365 governance, security, and integration points (SharePoint Online, Teams, etc.).
Compliance Application Deep Dive: Specific hands-on experience administering, configuring, or supporting Comply365 or similar enterprise-level Governance, Risk, and Compliance (GRC) or Quality Management Systems (QMS).
Data and Reporting Tools: Experience using reporting tools (e.g., Power BI, Tableau) to extract meaningful operational and compliance data from the managed applications.
Analytics and Metrics: Experience defining, tracking, and reporting on key Digital Workplace KPIs, such as user engagement rates, service utilization, adoption progress, and platform Return on Investment (ROI).
Experience or interest in the public transit or transportation industry.

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. See applicable addendum for department or location specific functions.