JOB TITLE: Business Analyst JOB LOCATION: Boston MA WAGE RANGE*: $60-$63 JOB NUMBER: Client-27-1030-0P100-0P110-131037 JOB DESCRIPTION: The Salesforce Business Analyst at Massachusetts Department of Transportation supports the agency's mission by analyzing business processes and delivering technology solutions within Salesforce. This role partners with transportation, operations, and administrative teams to improve service delivery, streamline workflows, and enhance data-driven decision-making across the Commonwealth. Key Responsibilities Collaborate with MassDOT divisions (e.g., Highway, Rail & Transit, RMV) to gather, analyze, and document business, functional, and technical requirements through stakeholder interviews, workshops, and discovery sessions Lead requirements gathering sessions with business users, subject matter experts, and cross-functional teams to identify business needs, pain points, process improvements, and system enhancement opportunities Analyze current processes related to transportation services, permitting, customer service, and internal operations to identify gaps, inefficiencies, and opportunities for automation and optimization Create and maintain user stories, process flows, user stories, use cases, and acceptance criteria Facilitate backlog grooming/refinement sessions with product owners, business stakeholders, developers, and QA teams to prioritize enhancements, clarify requirements, and ensure readiness for development sprints Work closely with Agile/Scrum teams during sprint planning, grooming, and review sessions to ensure alignment between business requirements and technical solutions Translate requirements into Salesforce solutions including custom objects, flows, validation rules, reports, dashboards, and workflow automations Ensure solutions comply with state regulations, accessibility standards (e.g., ADA), security policies, and data privacy requirements Work with developers, system administrators, architects, and third-party vendors to implement system enhancements, integrations, and data migration activities Develop and execute User Acceptance Testing (UAT) strategies, test plans, test scripts, and test scenarios to validate business requirements and system functionality Coordinate and facilitate UAT sessions with end users and stakeholders, document defects/issues, track resolutions, and obtain business sign-off prior to production deployment Provide post-implementation support by troubleshooting issues, validating fixes, and ensuring successful adoption of new system functionality Develop user training materials, regression test suite, knowledge transfer documentation, and standard operating procedures (SOPs), and provide ongoing training and support to MassDOT staff Create dashboards, reports, and analytics to support operational monitoring, compliance tracking, and executive decision-making Assist with data quality initiatives, master data management, system governance, and continuous process improvement efforts Key Competencies Public sector awareness and accountability Stakeholder engagement across diverse departments Process improvement and service optimization Data analysis and reporting Regulatory and compliance sensitivity Clear documentation and communication Impact of the Role This position plays a critical role in improving how MassDOT delivers services to residents—enhancing transparency, efficiency, and responsiveness through modern CRM capabilities. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities * While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.
