Application Analyst - Transit Maintenance (Contractor Position)

MBTA; Boston (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

The MBTA is seeking an Application Analyst to provide system analysis, configuration, maintenance, and day-to-day support of its enterprise applications. You will ensure reliability, security, and high-quality service while acting as a SME for functional and technical components, troubleshooting incidents, and coordinating with vendors and IT teams.

You will monitor performance, support upgrades, ensure data integrity, and assist with audits and compliance.

Qualifications

• Three years of experience in system analysis and enterprise application support.
• Ability to map complex business processes and document requirements.
• Foundational knowledge of cloud-based application delivery models such as SaaS.
• Experience with IT service management systems.
• Strong interpersonal and communication skills to interact with stakeholders.

Responsibilities

• Provide day-to-day application support for assigned platforms.
• Troubleshoot and resolve application issues, including user access and performance.
• Serve as SME for functional and technical aspects of applications and components.
• Coordinate with vendors to escalate and resolve complex issues.
• Develop and maintain application documentation and support procedures.
• Participate in on-call rotations and after-hours support.

Skills

System analysis

Enterprise application design

Configuration/development

Requirements gathering

SaaS concepts

IT service management

Stakeholder communication

Vendor coordination

Education

Bachelors degree

Tools

Crystal Reports

Tableau

Microsoft Office

Job description

At the MBTA, we envision a thriving region enabled by a best‑in‑class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA's core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

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.

TRANSIT MAINTENANCE

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.

Duties & 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 escal 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.

Physical Demands and Working Conditions

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work any and all shifts and/or locations as assigned or directed.
• Available to work as per assignment by the MBTA twenty‑four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service. [JA1]

Supervisory Responsibilities

• No direct reports.

Minimum Education

• Bachelor’s degree from an accredited instituition.

Minimum Requirements & Qualifications

• 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.

Preferred Experience & Skills

• 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.

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 and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Job Conditions

• Adhere to rules, regulations, collective bargaining agreements (if applicable) and policies of the MBTA including the EEO, anti-discrimination, anti-harassment, and