Application Manager (Digital Workplace) in Boston, Massachusetts at Massachusetts Bay Transportation Authority

The Application Manager leads a diverse team responsible for the full software development lifecycle (SDLC) of assigned enterprise applications, ensuring the reliability, performance, alignment with organizational and operational needs. This role oversees application planning, configuration, enhancement delivery, vendor coordination, governance compliance, and production support. The Applications Manager partners with stakeholders across departments, guides staff execution, and ensures applications enable effective service delivery across the MBTA.

The Applications Manager (Digital Workplace) supports enterprise digital workplace platforms, including document management, workflow automation, and compliance systems, used across administrative and operational functions. The role ensures these platforms are governed, integrated, secure, and optimized for organization-wide productivity.

• Manage the lifecycle of assigned applications, including requirements definition, configuration, enhancements, testing, deployment, and production support.
• Oversee resolution of complex application issues, ensuring timely escalation and cross-functional coordination.
• Work with stakeholders to understand business needs, set priorities, and align application work with organizational goals.
• Ensure application performance and reliability meet service expectations, using monitoring, metrics, and continuous improvement practices.
• Supervise, mentor, and develop application support staff, ensuring clear expectations, accountability, and professional growth.
• Coordinate responses to application incidents, outages, and system-impacting events.
• Oversee vendor relationships, ensuring adherence to SLAs, deliverables, and technical requirements.
• Evaluate requirements, assess system impacts, and recommend scalable and maintainable technology solutions.
• Ensure documentation of system configurations, procedures, and knowledge materials is accurate and current.
• Ensure compliance with governance, security, access control, and regulatory requirements across supported applications.
• Respond to stakeholder inquiries professionally and maintain positive working relationships.
• Handle sensitive and confidential information in an appropriate manner.
• Respond, either directly or through others, to emergencies twenty-four (24) hours per day, seven (7) days per week.
• 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 a focus on one or more departments or locations.

Supervision

• Manage a team of analysts, developers, and/or support staff.

• Bachelor’s degree from an accredited institution in Computer Science, Computer Engineering, Information Technology, or related field.
• Five (5) years of experience supporting or managing enterprise applications, including configuration, enhancements, requirements definition, and production support.
• One (1) year of leadership, managerial, and/or supervisory experience.
• Experience coordinating with software vendors and managing contract-based service delivery.
• Experience with IT service management (ITSM) or ticketing systems.
• Experience with SDLC methodologies (Agile, Waterfall, or hybrid).
• Strong interpersonal skills and ability to collaborate with stakeholders, vendors, and technical staff.
• Excellent organizational, analytical, and documentation skills.
• Strong verbal and written communication skills.
• Ability to pass an Excel proficiency exam.

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 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 substitutes 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.

• Proven experience in the administration, configuration, and support of enterprise-level digital workplace applications (e.g., Comply365, Document Management System, Power Platform, etc.).
• Strong understanding of cloud-based application delivery models (SaaS) and infrastructure concepts. Integration Skills: Foundational knowledge and experience with API management, system connectors, or data integration tools/middleware.
• Proven ability to map and document complex business processes and identify opportunities for optimization or automation within managed applications.
• Experience administering or configuring digital workplace systems such as Comply365, document management systems, or M365.
• Power Platform proficiency (Power Apps, Power Automate).
• Experience with M365 governance, access controls, and security.
• Experience with reporting tools (Power BI, Tableau).
• Experience supporting compliance, operations, or administrative stakeholders.