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Application Support Analyst

2 months ago

Boston, United States Compunnel Inc. Full time

Detailed Description of Services:

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.

Detailed Job Description:


The Application Analyst will perform system analysis, application administration, and application support activities for the HASTUS application, a transit scheduling and operations management application for the public transit industry.


HASTUS is a specialized application utilized for transit operations management. The application consists of an integrated suite of modules used for various functions across 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.

Duties & Responsibilities:


· Perform system analysis activities for the full SDLC of the transit scheduling and operations management application, including requirements gathering, solution design, development, testing, implementation, and ongoing application support.


· Assist with developing detailed specifications for system modifications or enhancements, documenting functional and technical requirements.


· Configure application functional components, perform the definition of foundational data elements, and ensure proper version control of data elements.


· Develop and maintain technical support documentation, including troubleshooting procedures, runbooks, and system configuration guides.


· Provide 2nd level support for application issues, including issues with application functionality, environment configuration, and / or system integrations.


· Respond to and resolve, or escalate, application issues raised by end-users and / or system alerts, performing detailed documentation of troubleshooting steps and / or issue resolution.


· Escalate issues to internal IT teams (Server, Network, Database, etc.) and / or software vendor, as needed.


· Perform user access provisioning, including new user account establishment and access permission updates.


· Perform environment configuration and maintenance, including release installations, release promotions, and database refreshes.


· Schedule, monitor, and troubleshoot issues with batch processes.


· Perform ad-hoc data queries and generate ad-hoc reports.


· Provide content knowledge and clarifications to QA team regarding designed behavior of application to facilitate the creation of test scripts.


· 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


· Participate in the on-call support rotation, responding to emergencies on a twenty-four (24) hour, seven (7) day per week basis while on-call.


· Work any and all shifts and / or locations as assigned or directed, including occasional night and / or weekend work.


· Perform related duties and projects as assigned.


Physical Demands and Working Conditions


· The work environment will be mostly a hybrid approach, with a combination of one (1) to two (2) days on- site and remote work.


· 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.