Position Summary

The MassDOT is looking for an Application Development Support Supervisor to join the team. TheApplicationDevelopment Support Supervisor is responsible for people development and management through leading an application development and maintenance team for MassDOT. The incumbent will manage the resource allocation and timely delivery of all Contact Center and Service Center Applications development and maintenance efforts.

The Application Development Support Supervisor will act as the project manager for small to mid-size projectsfollowingthe MassDOT IT processes and procedures. Projects will encompass COTS (commercial of the shelf products), SAAS (Software as a Service) application development and vendor management. MassDOT implemented on Five9 CCaaS (Contact Center as a Service) platform for services such as - Automatic call distribution (ACD), interactive voice response (IVR), Call recordings,Self ServiceSecure Payment services,Workforce Optimization and integrationswith CRMsystems (Customer Relationship Management). Additionally, the incumbent will be responsible for maintaining and managing RMV Service center applications used for Appointment scheduling and queue management.As the Application Development Support Supervisor, you will provide direction to IT staff and collaborate with other IT units cross functionally. You will act as a mentor, providing technical advice and guidance while leading a team and delivering innovative solutions and excellent customer service to MassDOT and the citizens of the Commonwealth.

The primary work location for this role will be at10 Park Plaza, Boston, 02116. The work schedule for this position isMonday through Friday, 9:00 AM – 5:00 PM.This position would be expected to follow ahybridmodel of reporting to work that combines in-office workdays and work from home days as needed.

Duties and Responsibilities

Manage the day-to-day activities of an Application Development and Maintenance group that are focused on supporting the RMV Service Center Appointment scheduling and queue management applications and Contact Center Application used by the Registry of Motor Vehicles Contact/Call Center, Human Resources (HR), Highway and Information Technology (IT).Perform overall system vendor performance management and oversight of application hosted on Five9 Contact Center as a Service platform, including planning, facilitating business requirements gathering sessions, application enhancements, development and bug fixes and integrations. Ensure plan for DR, back-up and availability. Plan and communicate Application maintenance/upgrades/patches.Manage personnel activities of staff such as Employee performance reviews, supervision, and professional developmentPlan and ensure appropriate staff coverage during DOT business hours and on-call support/coverage for critical applications during off hours and provide backup when necessary.Enforce SLAs on open ServiceNow ticketsEstablish priorities and schedules resources to meet needs of the businessManage and lead application development and maintenance projects directly and in a matrix environment through a project management capacityPerform project management role for small to mid-size projects; SAAS, COTS, and vendor management while ensuring all PMO processes are followedEnsure that software projects are completed according to product specifications and are properly documentedFacilitate communication upward and across project teams including project status, cost information, justifications for variances and technical information (architecture, design, and implementation objectives)Ensure software development lifecycle and standards are followed within the teamManage the prioritization, analysis, design, code and deployment of production changesProvide appropriate documentation and knowledge transfer to the Application Operations TeamCoordinate deployment of application changes to production environment using appropriate change and release management processesWork with Incident/Change Management team on Contact Center Applications System Outages. Interface with MassDOT Security teamsParticipate in audit compliance efforts within the organization.Participate in budgeting and forecasting activitiesUnderstand and respect the collective bargaining agreements (CBA’s)

Preferred Knowledge, Skills Abilities

Five (5) years of experience managing people within an IT environmentFive (5) years of IT experience (project management, application development, business analysis, etc.)Familiarity with contact center systems (phones, IVRs, Call recording etc.) and contact center applications such as Five9Familiarity with Service Center Appointment scheduling and queue management applicationsKnowledge of the Agile Development Methodology; with proven experience using Agile ScrumProven vendor management capabilities and resource management abilitiesAbility to understand, support, and communicate senior management goals and decisionsAbility to understand, recommend, design, and implement contact center applications, technical components and servicesExcellent troubleshooting, analytical, testing and problem-solving skillsKnowledge of information systems with a focus on application development, support and package installationProficient at problem identification and resolution, defining and managing business requirementsStrong intellectual curiosity and capacity for professional growthAbility to effectively communicate, both oral and written, with various project stakeholders including IT leadership, business customers, team members, and other IT colleaguesDemonstrated experience of successful management of development and deployment of IT projects that meet business requirementsExperience with IVR applications and managed servicesProficient in Business analysis and project management

Pre-Hire Process

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

About MassDOT

The 4,000 employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail Transit. Headquarters (Planning Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Position Summary

The MassDOT is looking for an Application Development Support Supervisor to join the team. TheApplicationDevelopment Support Supervisor is responsible for people development and management through leading an application development and maintenance team for MassDOT. The incumbent will manage the resource allocation and timely delivery of all Contact Center and Service Center Applications development and maintenance efforts.

The Application Development Support Supervisor will act as the project manager for small to mid-size projectsfollowingthe MassDOT IT processes and procedures. Projects will encompass COTS (commercial of the shelf products), SAAS (Software as a Service) application development and vendor management. MassDOT implemented on Five9 CCaaS (Contact Center as a Service) platform for services such as - Automatic call distribution (ACD), interactive voice response (IVR), Call recordings,Self ServiceSecure Payment services,Workforce Optimization and integrationswith CRMsystems (Customer Relationship Management). Additionally, the incumbent will be responsible for maintaining and managing RMV Service center applications used for Appointment scheduling and queue management.As the Application Development Support Supervisor, you will provide direction to IT staff and collaborate with other IT units cross functionally. You will act as a mentor, providing technical advice and guidance while leading a team and delivering innovative solutions and excellent customer service to MassDOT and the citizens of the Commonwealth.

The primary work location for this role will be at10 Park Plaza, Boston, 02116. The work schedule for this position isMonday through Friday, 9:00 AM – 5:00 PM.This position would be expected to follow ahybridmodel of reporting to work that combines in-office workdays and work from home days as needed.

Duties and Responsibilities

Manage the day-to-day activities of an Application Development and Maintenance group that are focused on supporting the RMV Service Center Appointment scheduling and queue management applications and Contact Center Application used by the Registry of Motor Vehicles Contact/Call Center, Human Resources (HR), Highway and Information Technology (IT).Perform overall system vendor performance management and oversight of application hosted on Five9 Contact Center as a Service platform, including planning, facilitating business requirements gathering sessions, application enhancements, development and bug fixes and integrations. Ensure plan for DR, back-up and availability. Plan and communicate Application maintenance/upgrades/patches.Manage personnel activities of staff such as Employee performance reviews, supervision, and professional developmentPlan and ensure appropriate staff coverage during DOT business hours and on-call support/coverage for critical applications during off hours and provide backup when necessary.Enforce SLAs on open ServiceNow ticketsEstablish priorities and schedules resources to meet needs of the businessManage and lead application development and maintenance projects directly and in a matrix environment through a project management capacityPerform project management role for small to mid-size projects; SAAS, COTS, and vendor management while ensuring all PMO processes are followedEnsure that software projects are completed according to product specifications and are properly documentedFacilitate communication upward and across project teams including project status, cost information, justifications for variances and technical information (architecture, design, and implementation objectives)Ensure software development lifecycle and standards are followed within the teamManage the prioritization, analysis, design, code and deployment of production changesProvide appropriate documentation and knowledge transfer to the Application Operations TeamCoordinate deployment of application changes to production environment using appropriate change and release management processesWork with Incident/Change Management team on Contact Center Applications System Outages. Interface with MassDOT Security teamsParticipate in audit compliance efforts within the organization.Participate in budgeting and forecasting activitiesUnderstand and respect the collective bargaining agreements (CBA’s)

Preferred Knowledge, Skills Abilities

Five (5) years of experience managing people within an IT environmentFive (5) years of IT experience (project management, application development, business analysis, etc.)Familiarity with contact center systems (phones, IVRs, Call recording etc.) and contact center applications such as Five9Familiarity with Service Center Appointment scheduling and queue management applicationsKnowledge of the Agile Development Methodology; with proven experience using Agile ScrumProven vendor management capabilities and resource management abilitiesAbility to understand, support, and communicate senior management goals and decisionsAbility to understand, recommend, design, and implement contact center applications, technical components and servicesExcellent troubleshooting, analytical, testing and problem-solving skillsKnowledge of information systems with a focus on application development, support and package installationProficient at problem identification and resolution, defining and managing business requirementsStrong intellectual curiosity and capacity for professional growthAbility to effectively communicate, both oral and written, with various project stakeholders including IT leadership, business customers, team members, and other IT colleaguesDemonstrated experience of successful management of development and deployment of IT projects that meet business requirementsExperience with IVR applications and managed servicesProficient in Business analysis and project management

Pre-Hire Process

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

About MassDOT

The 4,000 employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail Transit. Headquarters (Planning Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicants must have (A) at least three (3) years of full-time or equivalent part-time professional or practical experience in the field of information technology application development, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate’s degree in a related field may substitute for one (1) year of the required experience.

II. A Bachelor’s degree or higher in a related field may substitute for two (2) years of the required experience.

III. A Master’s degree or higher in a related field may substitute for the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicants must have (A) at least three (3) years of full-time or equivalent part-time professional or practical experience in the field of information technology application development, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate’s degree in a related field may substitute for one (1) year of the required experience.

II. A Bachelor’s degree or higher in a related field may substitute for two (2) years of the required experience.

III. A Master’s degree or higher in a related field may substitute for the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.