Application Support Specialist

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.

Job Summary

The Application Support Specialist will provide end-user support for internal systems and applications. This position will analyze end-user support requests in order to identify problems, troubleshoot issues, resolve problems, and answer end-user questions.

Duties & Responsibilities

• Provide end-user support for a wide-range of internal industry-specific business applications, with the goal of first call resolution.
• Monitor and promptly respond to end-user support requests received via phone, email, or IT ticketing system.
• Troubleshoot and work to resolve application technical issues encountered by end-users.
• Respond to application functional “how to” questions and inquires posed by end-users and instruct end-users on general application functionality.
• Perform detailed documentation of all end-user interactions within the IT ticketing system, including troubleshooting steps performed and / or resolution for all support requests.
• Escalate issues to appropriate 2nd / 3rd level subject matter experts, when necessary.
• Utilize internal and external support documentation to answer questions and resolve issues, including user guides, knowledge base articles, and troubleshooting procedures.
• Assist with the creation and maintenance of internal support documentation, including FAQ documents, knowledge base articles, and troubleshooting procedures.
• Monitor the uptime and performance of critical systems using SolarWinds, Splunk, and other system monitoring tools.
• Perform user access provisioning for applications, including new user account establishment and access permission updates.
• Assist with training new team members.
• 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.
• Work any and all shifts and / or locations as assigned or directed.
• Perform all other duties and projects that may be assigned.
  
  
  

Minimum Requirements & Qualifications

• Bachelor's degree from an accredited institution in Information Technology or related field.
• Three (3) years of experience providing application support, including both functional and technical support, to technology end-users.
• Experience in troubleshooting various applications and systems.
• Experience communicating technical information to non-technical end-users.
• Experience with IT service management / ticketing systems.
• Ability and willingness to learn new technologies and applications.
• Ability to manage a significant flow of communications, including phone calls, emails, and ticket comments.
• Ability to work with many different types of professionals in a fast-paced, constantly changing environment.
• Ability to work effectively with a diverse workforce and end-user community.
• Excellent attention to detail.
• Proficiency with Microsoft Word, Excel, Outlook, PowerPoint, and Teams.
• Effective organizational, analytical, multi-tasking, time management, and documentation skills.
• Strong interpersonal skills to interact with end-users and team members.
• Excellent verbal and written communication skills.
• Excellent customer service and conflict resolution skills.
  
  
  

Substitutions Include

• 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.
  
  
  

Preferred Experience And Skills

• Experience with transit scheduling, operations management, asset management, vehicle tracking, and/or resource planning applications.
• Experience or interest in the public transit, transportation, utilities, and / or logistics industry.
• Experience in business industries with 24 x 7 operations.
• Experience with cloud platforms, such as Azure or AWS.
• Experience with industry-specific ERP systems.
• Experience with ServiceNow.
  
  
  

Job Conditions:

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

• 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.
• Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
• 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.
• 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.
• 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.
• Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
• 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.
• 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.
• 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 .
• 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 .