Application Manager (Digital Workplace)

Massachusetts Bay Transportation Authority•Boston, MA

12d•Onsite

About The Position

The Application Manager (Digital Workplace) supports enterprise digital workplace platforms, including document management, workflow automation, and compliance systems, used across administrative and operational functions. The role ensures these platforms are governed, integrated, secure, and optimized for organization-wide productivity. The Application Manager leads a diverse team responsible for the full software development lifecycle (SDLC) of assigned enterprise applications, ensuring the reliability, performance, and alignment with organizational and operational needs. This role oversees application planning, configuration, enhancement delivery, vendor coordination, governance compliance, and production support. The Applications Manager partners with stakeholders across departments, guides staff execution, and ensures applications enable effective service delivery across the MBTA.

Requirements

Bachelor’s degree from an accredited institution in Computer Science, Computer Engineering, Information Technology, or related field.
Five (5) years of experience supporting or managing enterprise applications, including configuration, enhancements, requirements definition, and production support.
One (1) year of leadership, managerial, and/or supervisory experience.
Experience coordinating with software vendors and managing contract-based service delivery.
Experience with IT service management (ITSM) or ticketing systems.
Experience with SDLC methodologies (Agile, Waterfall, or hybrid).
Strong interpersonal skills and ability to collaborate with stakeholders, vendors, and technical staff.
Excellent organizational, analytical, and documentation skills.
Strong verbal and written communication skills.
Ability to pass an Excel proficiency exam.
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

Proven experience in the administration, configuration, and support of enterprise-level digital workplace applications (e.g., Comply365, Document Management System, Power Platform, etc.).
Strong understanding of cloud-based application delivery models (SaaS) and infrastructure concepts.
Integration Skills: Foundational knowledge and experience with API management, system connectors, or data integration tools/middleware.
Proven ability to map and document complex business processes and identify opportunities for optimization or automation within managed applications.
Experience administering or configuring digital workplace systems such as Comply365, document management systems, or M365.
Power Platform proficiency (Power Apps, Power Automate).
Experience with M365 governance, access controls, and security.
Experience with reporting tools (Power BI, Tableau).
Experience supporting compliance, operations, or administrative stakeholders.

Responsibilities

Manage the lifecycle of assigned applications, including requirements definition, configuration, enhancements, testing, deployment, and production support.
Oversee resolution of complex application issues, ensuring timely escalation and cross-functional coordination.
Work with stakeholders to understand business needs, set priorities, and align application work with organizational goals.
Ensure application performance and reliability meet service expectations, using monitoring, metrics, and continuous improvement practices.
Supervise, mentor, and develop application support staff, ensuring clear expectations, accountability, and professional growth.
Coordinate responses to application incidents, outages, and system-impacting events.
Oversee vendor relationships, ensuring adherence to SLAs, deliverables, and technical requirements.
Evaluate requirements, assess system impacts, and recommend scalable and maintainable technology solutions.
Ensure documentation of system configurations, procedures, and knowledge materials is accurate and current.
Ensure compliance with governance, security, access control, and regulatory requirements across supported applications.
Respond to stakeholder inquiries professionally and maintain positive working relationships.
Handle sensitive and confidential information in an appropriate manner.
Respond, either directly or through others, to emergencies twenty-four (24) hours per day, seven (7) days per week.
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.
Manage a team of analysts, developers, and/or support staff.