Senior Applications Manager

City of Boston; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

The City of Boston is seeking a Senior Applications Engineer to lead architecture for service delivery and project management platforms. You will unify disparate processes, manage integrations, and shape how we design and optimize configurations for high-quality delivery to constituents.

You will collaborate with city departments to translate business needs into technical solutions, drive platform initiatives, and ensure an intuitive end-user experience.

Qualifications

• Four or more years of full-time experience leading configuration and administration of enterprise applications.
• Strong understanding of IT service management best practices (ITIL) and Agile methodologies.
• Excellent communication and collaboration skills to work with technical and non-technical audiences.
• Experience working with APIs and integrations in production environments.

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 maintenance and updates.
• Assist in vendor management by escalating issues and coordinating with vendors to implement changes.

Skills

APIs & Integrations

Stakeholder communication

Project leadership

Agile methodologies

Cloud/SaaS

Education

Bachelor's degree in a related field

Tools

ServiceNow

Jira

SQL databases

Data pipelines

Job description

Overview 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.

Responsibilities

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.

Minimum Entrance Qualifications

• 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.

Terms

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

Hours Per Week: 35

The City of Boston is proud to be an Equal Opportunity Employer. We invite applications from all qualified individuals and do not discriminate based on race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other protected category.