Digital Governance Business Analyst

Executive Office of Technology Services and Security; Boston (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Massachusetts Digital Service is seeking a Digital Governance Business Analyst to join the Digital Governance and Policy team. You will assess sites and services against Commonwealth policies, communicate findings, and help teams understand requirements, risks, and wins.

You will collaborate with state agencies, translate complex policy language into actionable items, and help scale governance through data, automation, and new tools.

Qualifications

• Five or more years in business analysis, digital governance, or related field.
• Ability to interpret requirements and translate into actionable findings.
• Strong communication and relationship-building across technical and non-technical teams.
• Excellent organizational skills to manage multiple workstreams and documentation.
• Familiarity with accessibility standards (WCAG) and digital service practices is a plus.

Responsibilities

• Manage governance assessments from intake through closure, including requests, findings, and follow-up.
• Assess sites and services against Commonwealth policies; coordinate with accessibility and content teams.
• Translate policies and assessment results into clear, prioritized findings for teams.
• Identify and communicate risks tied to unresolved requirements before production.
• Maintain records of assessments, findings, decisions, and status; track issues to closure.
• Build relationships with agency and project teams while clarifying ownership boundaries.
• Analyze governance data to identify trends and opportunities for intervention.
• Improve and automate governance processes, workflows, tools, and reporting.

Skills

Analytical thinking

Communication

Governance knowledge

Project coordination

Stakeholder management

Tools

Excel

Power Query

SharePoint

Power Automate

ServiceNow

Jira

Confluence

ANDI

WAVE

Drupal Editoria11y

ChatGPT

Job description

Are you interested in solving meaningful problems and improving the digital experiences of millions of people who interact with Commonwealth of Massachusetts government services? We’re looking for a curious, analytical, and collaborative Digital Governance Business Analyst to join the Digital Governance and Policy team at Massachusetts Digital Service (Mass Digital).

Our team helps ensure that digital services across the Commonwealth meet statewide digital policies and standards. We make digital governance practical and actionable, helping teams understand what is required, why it matters, and how good governance contributes to accessible, inclusive, effective, and trustworthy digital experiences.

What you will do:

You will assess digital sites and services against Commonwealth digital policies and standards, communicate findings and risks, and track issues through resolution. You’ll work with teams across state government and specialists within Mass Digital, while maintaining an important distinction: Digital Governance assesses and advises; project teams own their product, design, content, and technical decisions.

You’ll also help us improve how digital governance works at scale—using data, technology, automation, and emerging tools to make our processes more efficient, consistent, and useful to the teams we serve.

Key Responsibilities:

• Manage digital governance assessments from intake through closure, including domain name and governance requests, applicable requirements, findings, exceptions, and follow-up.
• Assess digital sites and services against Commonwealth policies and standards, coordinating with accessibility, content, design, and other specialists as needed.
• Translate policies and assessment results into clear, prioritized findings that teams can understand and act on.
• Identify and communicate risks associated with unresolved requirements prior to production and support the governance exception process when requirements cannot be remediated before release.
• Maintain accurate records of assessments, findings, decisions, exceptions, commitments, and status, and ensure outstanding issues are tracked through closure.
• Build effective relationships with agency and project teams, helping them understand requirements and findings while maintaining clear ownership boundaries for product, design, content, and technical decisions.
• Analyze governance data and recurring findings to identify trends, risks, and opportunities for earlier intervention and better guidance.
• Improve and automate governance processes, workflows, tools, templates, and reporting, and contribute to policies, playbooks, training, and enablement materials.

Qualifications:

• At least five (5)+ years of relevant experience in business analysis, digital governance, digital service delivery, technology, or a related field.
• Strong analytical and problem-solving skills, with experience interpreting requirements, assessing information against defined criteria, identifying gaps and risks, and translating complex information into clear findings.
• Excellent communication and relationship-building skills, with the ability to work effectively across technical and non-technical teams, navigate ambiguity, and communicate requirements, findings, and risks clearly.
• Strong organizational and process-management skills, with the ability to manage multiple workstreams, maintain accurate documentation, follow issues through resolution, and identify opportunities to improve how work gets done.
• Familiarity with modern digital service practices and concepts such as accessibility/WCAG, user-centered design, plain language, web technologies, domain names/DNS, and iterative delivery. Experience with accessibility evaluation tools such as ANDI, WAVE, or Drupal Editoria11y is a plus.
• Strong proficiency with Microsoft 365, particularly Excel, including experience using Power Query to organize, transform, and analyze data. Experience using SharePoint and Power Automate for workflow, reporting, information management, or process automation is strongly preferred.
• Comfortable working in enterprise platforms such as ServiceNow, Jira, and Confluence, and using generative AI tools such as ChatGPT to analyze and synthesize information, improve productivity and documentation, and support repeatable workflows.
• Curiosity, sound judgment, and attention to detail, with an interest in understanding not only what a requirement says, but why it matters. Experience in government, civic technology, or another policy- or standards-driven environment is helpful but not required.
• Familiarity with accessibility concepts and WCAG. Experience evaluating digital experiences for accessibility or working alongside accessibility specialists is a plus.
• Strong proficiency with Microsoft 365 tools, particularly Excel, with experience using Power Query to organize, transform, analyze, and maintain data. Experience with SharePoint and Power Automate to support workflow, information management, reporting, and process automation is strongly preferred.
• Comfortable working within enterprise collaboration and workflow platforms such as ServiceNow, Jira, and Confluence, and using generative AI tools such as ChatGPT to improve productivity, analyze and synthesize information, develop and refine documentation, and support repeatable workflows.
• Familiarity with accessibility evaluation tools such as ANDI, WAVE, and Drupal Editoria11y Content Accessibility Checker is a plus.
• Experience working in government, civic technology, regulated environments, or organizations with enterprise policies and standards is helpful but not required.
• Curiosity, sound judgment, attention to detail, and a collaborative mindset, with an interest in understanding both what a requirement says and why it exists.

About EOTSS and the Massachusetts Digital Service:

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.

The Massachusetts Digital Service (Mass Digital), a division of EOTSS, partners with state agencies to modernize how residents, businesses, visitors, and government organizations interact with the Commonwealth. Its mission is to deliver accessible, inclusive, seamless, effective, and secure digital experiences. Mass Digital has supported major statewide initiatives, including Paid Family and Medical Leave (PaidLeave.mass.gov), expanded multilingual unemployment services during the COVID-19 pandemic, and the Commonwealth’s vaccine preregistration system. Its current focus is the Commonwealth Digital Roadmap, which aims to improve and integrate digital services statewide through initiatives such as single user identity and profiles, improved communication channels, and more streamlined experiences across state services. This work includes developing new products and services, establishing policies and standards, and strengthening digital capabilities across agencies. Mass Digital is also committed to fostering a diverse, inclusive, and equitable workplace that reflects the communities of the Commonwealth.

This is a full time contract opportunity. The standard work schedule is Monday through Friday, 9:00 AM to 5:00 PM ET, with a hybrid work arrangement requiring two days per week onsite at the primary work location: One Ashburton Place, Boston, MA 02108.

Applicants should reside within a reasonable commuting distance of the primary work location. All hires are required to comply with onsite work requirements and must be available to report onsite for key activities, including onboarding and offboarding (e.g., equipment pickup and return). Additional onsite requirements may be determined by the Line of Business based on operational needs.