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.

This role will focus on specialized Enterprise Application platforms that support the core workflows of our organization’s departments, such as Comply365, Microsoft Power Platform for workflow automation, HR, Learning, and Document Management systems, as well as related data integration between these and other enterprise systems.

• 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 escalate 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.

Supervision

• No direct reports

• Bachelor’s degree from an accredited institution.
• 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.

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 an additional three (3) years of directly related experience substitutes for the Bachelor’s degree requirement.
• A Master’s degree in a related subject substitute 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.

• Experience with enterprise applications. Application expertise: Proven experience in the administration, configuration, and support of enterprise-level digital workplace applications (e.g., Comply365, Document Management System, Human Resources (HR), Learning Management System (LMS), Identity Provider (IDP), and Power Platform, etc.).
• Power Platform Proficiency: Direct experience developing, governing, or administering solutions using the Microsoft Power Platform (Power Automate and/or Power Apps).
• Integration Skills: Foundational knowledge and experience with Application Programming Interface (API) management, system connectors, or data integration tools/middleware.
• Microsoft 365 Core Knowledge: Strong conceptual understanding of M365 governance, security, and integration points (SharePoint Online, Teams, etc.).
• Compliance Application Deep Dive: Specific hands-on experience administering, configuring, or supporting Comply365 or similar enterprise-level Governance, Risk, and Compliance (GRC) or Quality Management Systems (QMS).
• Data and Reporting Tools: Experience using reporting tools (e.g., Power BI, Tableau) to extract meaningful operational and compliance data from the managed applications.
• Analytics and Metrics: Experience defining, tracking, and reporting on key Digital Workplace KPIs, such as user engagement rates, service utilization, adoption progress, and platform Return on Investment (ROI).
• Experience or interest in the public transit or transportation industry.