Application Manager (Digital Workplace)

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

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.

• 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.
  

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.

• 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.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit .
12. Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.