Senior Applications Engineer

City of Boston; Boston (MA); On-site; USD 110,000 - 160,000; Full time

Job summary

City of Boston’s Department of Innovation and Technology seeks a Senior Applications Engineer to lead service delivery platforms, configure and optimize project management tools, and unify disparate processes. You will drive integrations, data pipelines, and platform administration to deliver high-quality citizen services.

The role focuses on architecture, collaboration with stakeholders, and release management, ensuring simple, user-centric digital solutions that enhance government service

Qualifications

• Four (4) years of full-time experience leading the configuration and administration of technical enterprise applications.
• Bachelor's degree in a related field; Master's degree can substitute for three years of experience.
• Strong understanding of service management best practices (ITIL) and Agile methodologies.
• Excellent communication and collaboration skills to work effectively with technical and non-technical audiences.
• A user-centric philosophy of solution development with a strong UX focus.
• Ability to interpret business requirements and translate them into technical solutions.
• Experience working with APIs and integrations in production environments.
• Proven track record of troubleshooting system issues and implementing fixes.
• Strong understanding of SaaS-based enterprise applications and data integration capabilities.

Responsibilities

• Lead the administration, optimization, configuration, and customization of tools and applications that support service and project management.
• Monitor systems and applications, analyze performance, and troubleshoot complex issues; perform regular system maintenance and updates.
• Assist in vendor management by escalating issues and engaging vendors to manage system changes.
• Collaborate with business stakeholders to document service delivery requirements and processes.
• Transform business needs into technical solutions using platform capabilities.
• Implement solutions by designing, configuring, developing, testing, and deploying changes.
• Test and ensure quality as new solutions are released.
• Partner with stakeholders to shape strategic direction of tools and prioritize development needs.
• Serve as project manager or team lead on complex projects.
• Design systems and processes to analyze service management performance and analytics instrumentation.
• Negotiate and set release management practices for cross-team evolution.
• Ensure end-user experience is central to technology decisions.

Skills

ITIL knowledge

Agile methodologies

API integrations

Stakeholder communication

Enterprise SaaS experience

Platform administration

Education

Bachelor's degree in a related field

Master's degree substitution for years of experience

Tools

ServiceNow

Jira

Job description

The Department of Innovation and Technology (DoIT) is leading the digital transformation of government in the City of Boston. Partnering with every City department, we implement technology solutions that modernize government processes, create world-class experiences for our constituents, and develop tools and practices to create a data-driven approach to City operations. DoIT is looking for an experienced Senior Applications Engineer with technical leadership to break down government silos by unifying disparate processes into shared systems.

As the Senior Applications Engineer, you’ll be the primary architect for service delivery and project management platforms, and you’ll set the direction for how we design, develop, and optimize their configuration so that teams can focus on delivery with the highest quality. The right candidate will be comfortable and experienced in managing integrations, workflow configurations, data pipelines, and complex platform administration. The Senior Applications Engineer will promote process improvements that leverage technology to provide simple, intuitive, and effective digital solutions and user experiences that improve how we deliver service to Bostonians.

TheSenior Applications Engineerwill proactively collaborate with leadership and team members to determine the distribution of effort for the responsibilities listed below, where actual allocations can vary based on the current needs of the team and our stakeholders.

Application Administration

• Lead the administration, optimization, configuration, and customization of tools and applications that support service and project management.
• Monitor systems and applications, analyze performance, and troubleshoot complex issues as needed; perform regular system maintenance and execute timely updates.
• Assist in vendor management by escalating issues, collaborating with vendors to resolve issues, and proactively engaging vendors to effectively manage system changes.

Application Configuration and Development

• Collaborate with business stakeholders to understand and document service delivery requirements and processes.
• Transform business needs into technical solutions that make the best use of platform capabilities and remain well-supported as service needs change.
• Implement technical solutions by designing, configuring, developing, testing, and deploying changes in supported systems.
• Thoroughly test and ensure quality as new and modified solutions are released.

Application Architecture

• Partner with stakeholders to shape the strategic direction of our tools and prioritize future development needs.
• Serve as a project manager or team lead on complex projects.
• Participate in designing systems and processes to analyze service management performance, including analytics instrumentation.
• Negotiate and set release management practices that allow separate service delivery teams to evolve their use of the platform with minimal cross-team dependencies.
• Ensure that our end-user experience is at the heart of technology decision-making. Pursue solutions that create simplicity, ease of use, and obvious value for our end users.

Application Integration

• Lead technical design and integration requirements gathering with other systems to support processes that require data exchange.
• Build and maintain integrations with other City of Boston systems to remain compatible with data integration and security standards and remain consistent with current industry protocols.
• Work with other DoIT teams to develop and implement a common technology and integration strategy across platforms.
• Perform related work as required.

• Four (4) years of full-time, or equivalent part-time, experience leading the configuration and administration of technical enterprise applications. A Bachelor's degree in a related field can be substituted for two (2) years of the required experience. A Master's degree can be substituted for three (3) years of the required experience.
• Strong understanding of service management best practices (ITIL) and Agile methodologies.
• Excellent communication and collaboration skills to work effectively with technical and non-technical audiences.
• A user-centric philosophy of solution development, with a strong desire to understand underlying user needs and the ability to effectively serve them with well-designed technology that manifests in great UX.
• Ability to interpret business requirements and translate them into technical solutions.
• Experience working with APIs and integrations in production environments.
• Proven track record of effectively troubleshooting system issues, identifying root causes, and implementing appropriate solutions.
• Strong understanding of SaaS-based enterprise applications, database structures, and integration capabilities.

Preferred, but not required

• Experience with web development languages (e.g., JavaScript, HTML, CSS) commonly used in workflow automation platforms.
• Experience or certifications with ServiceNow, Jira, or other service and delivery platforms.

BOSTON RESIDENCY REQUIRED

Terms

Union/Salary Plan/Grade: SENA/MM1-10

Hours Per Week: 35