Business Systems Analyst, Workforce Modernization

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 performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

About the Role

The Business Systems Analyst is responsible for performing business analysis activities, including documenting business requirements, identifying optimization opportunities, recommending business process changes, executing organizational change management, and supporting business operations. The analyst will support one or more workstreams of the Workforce Modernization Program (WMP) with project initiatives and operational support focused on continuous improvement of business processes and technology used for transit planning and scheduling, transit employee work selection, and transit day-of-operations and workforce management for bus, light rail, and heavy rail operations.

Responsibilities

• Analyze business processes to identify problems and opportunities for optimization, working collaboratively with business stakeholders to create user stories, define business requirements, identify potential solutions, and develop process optimization recommendations.
• Develop and maintain project documentation, including business requirement documents, traceability matrices, and process maps.
• Collaborate with a diverse set of teams to review business requirements, analyze current application functionality, and identify opportunities for optimization.
• Plan and lead workshops, focus groups, and other collaborative efforts with staff, contractors, and vendors.
• Provide content knowledge to facilitate the creation of business scenarios to test application functionality.
• Develop and maintain end-user training and change management materials for business process changes and new application functionality.
• Develop and lead training and change management sessions for end-users of HASTUS and other transit applications and technology tools.
• Assist and partner with team members for project assignments, ensuring work conforms to quality standards for deliverables.
• Support end-users with system usage and troubleshooting.
• Assist with the development and monitoring of qualitative and quantitative business metrics and KPIs as part of process improvement and controls.
• Collaborate with stakeholders to design dashboards that communicate complex information in an easy-to-digest manner.
• Handle sensitive and confidential information appropriately.
• Perform related duties and projects as assigned. Additional responsibilities may include focus on one or more departments or locations.

Requirements

• Bachelor's degree from an accredited institution.
• Three (3) years of experience in business analysis, operations analysis, systems analysis, project management, or a related field.
• Experience or interest in the public transit or transportation industry.
• Ability to adapt quickly, take direction, and work independently and in a team environment.
• Ability to resolve problems creatively and with consultative approaches.
• Ability to manage multiple projects simultaneously amongst competing priorities.
• Ability to work effectively with a diverse workforce and end-user community.
• Demonstrated data-driven decision-making skills.
• Strong interpersonal skills to interact with various stakeholders, including senior management, team members, end-users, and vendors.
• Excellent attention to detail.
• Strong working knowledge of the Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Visio, and Teams).
• Excellent organizational, analytical, multi-tasking, time management, and documentation skills.
• Excellent verbal and written communication skills.
• Excellent customer service and conflict resolution skills.
• Ability to travel to locations throughout the MBTA's service area.

Qualifications

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 with 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.

Note: A critical thinking Excel-based assessment will be part of the interview process.

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.
• 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 a current student or recent graduate), including overall employment, job performance, discipline, and safety records.
• 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 a U.S. Social Security Number prior to starting pre-employment screenings/pre-boarding, working in their positions, and throughout the duration of their program.

Benefits

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.