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, and sustainability 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 is responsible to lead and manage a diverse team performing the full software development lifecycle (SDLC) and application support for the MBTA's enterprise transit scheduling and operations management platforms.  This position will strategically plan and execute application management functions to achieve or exceed organizational and application-specific SLAs.

The Application Manager will provide application platform leadership, assist in managing vendor relationships, establish and improve close business relationships, overcome obstacles, continuously improve processes, and oversee all aspects of assigned IT applications. Further, this position will be responsible for managing small enhancements performed by the application support team, incorporating suitable SDLC practices.

• Manage the full software development lifecycle (SDLC) of the transit scheduling and operations management application, including project planning, requirements gathering, solution design, development, testing, implementation, and ongoing application support.
• Under the direction of the IT portfolio lead, collaborate with business stakeholders to establish priorities for the Transit Scheduling and Operations Management portfolio, and schedule resources accordingly to meet business needs.
• Lead application management functions to organization and application-specific standards and support metrics, ensuring service level expectations / agreements are met.
• Coach, mentor, motivate, and manage the application support team.
• Ensure resources are appropriately assigned to application support efforts and enhancement requests.
• Manage and coordinate the resolution of critical application issues and system outages.
• Manage software vendor performance and drive deliverables to meet agreed upon target dates, levels of quality, and SLAs.
• Serve as SME for all functional and technical aspects of the application and associated technical components.
• Collaborate with business stakeholders to understand their needs, clarify requirements, and counsel regarding potential pitfalls related to application customization and integration, while identifying innovative technology improvements.
• Manage the development of detailed specifications for system modifications or enhancements, ensuring suitable documentation of functional and technical requirements.
• Plan and manage the implementation of application enhancements, system changes, and bug fixes, ensuring adherence to appropriate testing, version control, and change control procedures.
• Facilitate and lead the definition of enhancement scope, project management / SDLC approach, milestones, tasks, deliverables, and resource requirements.
• Manage multiple functional, technical, and vendor teams to carry out the requirements of each enhancement.
• Manage, assess, and negotiate scope changes to enhancements.
• Effectively negotiate resource needs and competing priorities with IT and business stakeholders
• Ensure business engagement throughout each enhancement, and foster confidence and trust with business stakeholders.
• Assist in the development of SOWs and the procurement of consultants and contractors, as required.
• Escalate issues that require executive, management, or business attention.
• Develop and maintain status reports for support activities and enhancements.
• 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.
• 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.
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
• Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority, including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.
• Perform all other duties and projects that may be assigned.

• Bachelor's degree from an accredited institution in Computer Science, Computer Engineering, Information Technology, or related field.
• Five (5) years of experience in enterprise application management, including requirements gathering, solution design, development, implementation, and support.
• Two (2) years of experience with transit scheduling and / or operations management applications.
• One (1) year of leadership, managerial, and/or supervisory experience.
• Experience with software vendor management.
• Experience with project management for deploying functionality to an ERP system, including various SDLC methodologies from Waterfall through Agile.
• Experience with IT service management / ticketing systems.
• Strong interpersonal skills to interact with senior management, stakeholders, vendors, team members, and end-users.
• Ability to manage multiple team assignments simultaneously amongst competing priorities.
• Ability to work with many different types of professionals in a fast-paced environment.
• Ability to supervise and 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, Teams, Visio, and Project).
• Excellent organizational, analytical, multi-tasking, time management, and documentation skills/
• Excellent verbal and written communication skills.
• Excellent customer service and conflict resolution skills.

• 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. 

• Experience with HASTUS or similar transit scheduling and operations management applications, such as Trapeze FX or Trapeze OPS.
• Experience or interest in the public transit or transportation industry.
• Experience or interest in public transit data.
• Experience with cloud platforms, such as AWS or Azure.
• Experience with industry-specific ERP applications.
• Experience with business analysis.
• Experience with ServiceNow.
• PMP and / or ITIL Certification.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• 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 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 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 a 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

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. 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: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired 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 mbta.com/careers-app-definitions.