Sr Business Analyst

Boston, MA /
Workforce Modernization Program – Business Analysis /
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
The MBTA Customer Technology team is working to transform how people get around the Boston area.
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.

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. The MBTA’s core values are safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. The Senior Business Analyst will assist the Program Management Team and Director of Workforce Modernization with leading planning and execution of all continuous process improvement Business Analysis efforts for the implementation of the Workforce Modernization Program (WMP). This may include collaborating with stakeholders and technology end users to outline their needs, organizing end-user interviews, developing user stories, analyzing data, process mapping and optimization identification, documenting business requirements for both IT and process re-design proposals, and managing Associate Business Analysts. The Workforce Modernization Program (WMP) is a portfolio of multiple projects focused on continuous improvement initiatives to ensure that the workforce planning, scheduling, and daily service delivery processes and related technology tools provide superior functionality for the MBTA and its customers. The Senior Business Analyst will report to the Program Manager. The Workforce Modernization Program will evaluate and modernize processes and technology (including HASTUS and other tools) focused on transit operations, including service planning & analysis, scheduling, employee work & vacation selection, workforce management, day-of-operation management and timekeeping for bus, light rail, and heavy rail operations. This position will perform the following activities, as well as other related tasks as the needs arise.

Duties and Responsibilities:

    • Analyze processes and functionalities to identify areas of improvement, work collaboratively to identify potential solutions, and develop recommendations
    • Plan and lead workshops, focus groups, and other collaborative efforts with MBTA staff, contractors, and vendors.
    • Manage and guide work prioritization for multiple junior business analysts in reviewing and analyzing business processes, investigating potential risk and opportunities, and developing business processes and requirements.
    • Identify, track and manage delivery of all Business Analysis scope, work products, tasks and milestones so that outcomes align with the program goals.
    • Identify and communicate roadblocks and risks to the timely delivery of the Program scope.
    • Work with diverse set of teams, including IT Department and Customer Technology Department, to develop comprehensive strategies to test and validate technical functionalities and business needs
    • Develop, update, and maintain program documentation, including but not limited to business requirements, process maps, traceability matrices, and training materials
    • Develop and execute training program for training new and existing end users of HASTUS and other operations tools, and support end users on troubleshooting
    • Develop and execute both high-level and detailed analytics, including identification of existing data sets and development of new qualitative and quantitative data sets
    • Develop dashboards that communicate complex data in an easy to digest manner and work with multiple stakeholders to maintain and evolve dashboards.
    • Identify and track the impact of continuous improvement initiatives, including identifying roadblocks and root causes, and developing solutions in tandem with Operational leadership
    • Respond to each inquiry, whether from a customer, vendor or co-worker in a courteous and professional manner consistent with the Authority's Customer Service quality standard.
    • Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
    • Other responsibilities as assigned.  

Minimum experience and required skills:

    • Five (5) years of full time, six (6) years’ of part-time, or a combination, experience in quantitative analysis, operations, project management, or related fields.
    • Two (2) years of related supervisory or management experience.
    • Excellent communication, analytical, and presentation skills, with ability to obtain garner buy-in with key stakeholders at all levels of the organization and influence their decision-making.
    • Demonstrated ability to think strategically and work in a team environment.
    • Ability to conduct program analysis, identify Key Performance Indicators, and build management dashboards.
    • Demonstrated data-driven decision-making skills and a willingness to make test-and-learn hypotheses.
    • Ability to learn quickly, take direction, work independently and use creative, collaborative, and consultative approaches to resolve issues.
    • Experience packaging complex projects for executive-level or similar presentations.
    • Have excellent customer service skills, and the ability to provide internal and external customers with a courteous and professional experience.
    • Advanced expertise in MS Word, Excel, and PowerPoint. ** (Excel assessment will be administered)
    • Demonstrated ability to supervise and work effectively within a diverse workforce.
    • Ability to pass background screenings, and the MBTA's drug and alcohol screening.
    • Ability to effectively communicate with customers, employees and vendors.
    • Excellent customer service and conflict resolution skills.
    • Handle sensitive and confidential information in an appropriate manner.
    • Ability to travel to locations throughout the MBTA's service area.

    • A Master’s degree can be substituted for (2) two years of the minimum years of experience.

Preferred experience and skills:

    • Experience as a supervisor or manager in transportation operations.
    • Experience in Business Analysis or Training end users on transportation software such as HASTUS or Trapeze.
    • Experience in object- oriented programming or technical analysis using complex transportation-related scheduling software packages such as HASTUS or Trapeze.
    • Experience with process improvement and/or change management, such as Lean or Six Sigma.

Minimum education:

    • A Bachelor's degree from an accredited institution in Business Administration, Engineering, Urban Planning, Policy, Computer Systems, Statistics or a similar field.

Physical demands and working conditions:

    • The work environment will be a hybrid approach. Most weeks will be comprised of one (1) to two (2) days on-site and remote work with Wednesday as the mandatory onsite day. Up to five (5) on-site days may be required based on project tasks. Project tasks requiring additional on-site presence may include but are not limited to stakeholder workshops, change management activities, team workshops, major application rollouts, etc.
    • Work during communicated peak periods and not to exceed 40 hours in a week. During peak periods, work assignments may have varied start / end times, and may include weekends.
    • The ability to travel to and work from various client facilities within a 15-mile radius from Downtown Boston. The client will not facilitate or provide transportation or transportation allowance.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Pay rate range is $65 - $68 per hour (W-2), up to 1880 hours per year.

Diversity, Equity, and Inclusion:

CTD is dedicated to creating a diverse and inclusive environment—it’s essential to the work we do. In order to effectively partner with MBTA departments and do our best work for riders, our team must reflect the wide variety of people who use the MBTA’s services. We welcome people with different strengths, experiences, and backgrounds who share a passion for improving people's lives. Our team is deeply committed to diversity, inclusion, and continual learning. We strive to foster an environment where each individual is valued, feels a sense of belonging, and is welcomed to bring their best self to work.

Here at CTD, we provide equal opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and manage all personnel without regard to race, color, national origin, cultural identification or expression, socioeconomic background, religion, gender, gender identity or expression, sexual orientation, family status, marital status, learning style, neurodiversity, genetics, disability, age, veteran status, or any other non-merit based or legally protected grounds. 

Research has shown that women and people of color are less likely to apply for roles unless they believe they meet all qualifications. We strongly encourage candidates from marginalized groups to apply, even if you don't believe you meet every one of the job qualifications listed. We’re committed to maximizing the diversity of our team and want to hear from anyone who is passionate about our efforts and interested in supporting our work for riders.