Application Analyst (Digital Workplace)

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.

• 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.

Supervision

• No direct reports

• Bachelor's degree from an accredited institution.
• 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.

Substitutions

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the Bachelor's degree requirement.
• An Associate's degree from an accredited institution an additional three (3) years of directly related experience substitutes for the Bachelor's degree requirement.
• A Master's degree in a related subject substitute for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.

• 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.

Job Conditions:

• 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.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: 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.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at View phone number on job-api.jobget.com or View email address on job-api.jobget.com .
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer . For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions .
12. Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.