Engagement Business Operations Intern

Commonwealth of Massachusetts • Boston, MA

11h • Hybrid

About The Position

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.
Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.
Under the leadership of the Chief Engagement Officer, the Engagement Portfolio provides a diverse range of services, including video production, data visualization, strategy consulting, customer engagement, municipal cybersecurity training, mass.gov content and user experience, the state’s GIS Office, the Interoperable Communications Bureau, and the Digital Accessibility and Equity Governance Board.
Within this portfolio, Mass Digital leads implementation of the Commonwealth’s Digital Roadmap, advancing initiatives related to customer experience, accessibility, digital governance, identity infrastructure (MyMassGov), and seamless engagement across agencies.
EOTSS is seeking an Engagement Business Operations Intern to support the operational, financial, and communications functions of the Engagement Portfolio, with a primary focus on business operations and a secondary focus on strategic communications and change management. This internship is designed for a highly organized, detail-oriented individual seeking hands-on experience in public-sector operations and digital transformation.
The primary work location for this role will be at 1 Ashburton Place, Boston, Massachusetts 02108. The work schedule for this position is Monday through Friday, 9AM to 5PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.
The duration of this summer internship is from Monday, June 1st through Friday, August 7th, 2026.
Reporting Structure & Management
The intern will report directly to the Business Operations Manager, supporting the Chief Engagement Officer’s portfolio, and work closely with the Communications and Change Manager within Mass Digital.
The management approach includes:
o Weekly 1:1 check-ins
o Clearly defined project briefs and deliverables
o Structured feedback cycles on written and operational materials
o Exposure to initiative leads across the Digital Roadmap portfolio
o The intern will collaborate with cross-functional teams, including initiative leads from Customer Experience (CXCoE), Accessibility, Digital Governance, MyMassGov, Seamless Engagement, and Life Experiences initiatives.
Position Overview:
This role centers on strengthening operational systems, financial tracking, procurement processes, and internal documentation across the Engagement Portfolio, while also supporting structured communications and change management activities tied to the Commonwealth Digital Roadmap.
As statewide digital initiatives scale, there is a growing need to:
o Maintain an integrated operational and financial view across business units
o Improve procurement and vendor management tracking
o Standardize internal documentation and reporting
o Capture and communicate cross-agency impact
o Organize messaging and engagement materials
This intern will also help build repeatable systems and documentation that improve operational efficiency and transparency.

Requirements

• Strong writing and editing skills
• Excellent attention to detail and organizational skills
• Ability to synthesize complex information into clear, structured documentation
• Ability to manage competing priorities and meet deadlines
• Proficiency in Microsoft Office (especially Excel, Word, and PowerPoint)
• Interest in public service, state government, digital transformation, or public-sector operations

Nice To Haves

• Coursework in communications, public administration, public policy, business administration, marketing, or a related field
• Experience supporting operational processes, budgeting, or procurement tracking
• Experience conducting interviews or stakeholder engagement
• Familiarity with project management, process improvement, or change management concepts
• Basic visual design skills and experience formatting polished documents and presentations
• Experience with tools such as Canva, Adobe Creative Suite, Figma, or similar platforms

Responsibilities

• Provide day-to-day operational support for procurement and purchasing functions
• Track procurements from submission to delivery and ensure timely fulfillment
• Assist with vendor coordination, including license renewals and purchasing documentation
• Review and track invoicing to support timely approval and payment
• Maintain consistent tracking of budgeted and actual expenses throughout the fiscal year
• Develop and maintain an integrated operational view across all business units within the Chief Engagement Officer’s portfolio
• Analyze existing project management and reporting processes to identify opportunities for improvement
• Develop standard operating procedures (SOPs) and process documentation
• Create visual process maps and workflow documentation to improve clarity and efficiency
• Conduct structured interviews with initiative leads to document cross-agency collaboration and impact
• Draft internal case studies, summary briefs, and initiative overviews
• Develop one-pagers, slide decks, and talking points for internal and stakeholder audiences
• Support preparation of materials for engagement events (e.g., CX Showcase)
• Organize and maintain a shared communications repository of assets and templates
• Support Digital Roadmap content updates on mass.gov
• Assist in developing change management materials (FAQs, stakeholder maps, guidance documents)
• Contribute to the development of standardized communications intake templates

Benefits

• Comprehensive Benefits
• When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
• Want the specifics? Explore our Employee Benefits and Rewards!

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed