Adobe Creative Suite, Billing, Budget Management, Budgeting, Business Administration, Business Operations, Cartography, Change Management, Cross-Functional, Customer Experience, Detail Oriented, Document Tracking, Documentation, Documentation Format, Documentation Standards, Editing, Frequently Asked Questions (FAQ), Government, Interviewing Skills, Lead Generation, Marketing, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, Operational Support, Operations Management, Operations Processes, Organizational Skills, Pager, Presentation/Verbal Skills, Process Development, Process Improvement, Procurement Management, Project Evaluation, Project/Program Management, Public Administration, Public Policy, Purchasing/Procurement, Standard Operating Procedures (SOP), Standards Development, State Government, Storytelling, Time Management, Writing Skills
The Executive Office of Technology Services and Security (EOTSS)
Job Title: Engagement Business Operations Intern
Job Number: 260001OG
Location: 1 Ashburton Place, Boston, Massachusetts 02108
Duration: Monday, June 1st, 2026, through Friday, August 7th, 2026
Reporting Structure & Management:
The intern will report directly to the Business Operations Manager, supporting the Chief Engagement Officers portfolio, and work closely with the Communications and Change Manager within Mass Digital. The management approach includes:
- Weekly 11 check-ins
- Clearly defined project briefs and deliverables
- Structured feedback cycles on written and operational materials
- Exposure to initiative leads across the Digital Roadmap portfolio
- Collaboration with cross-functional teams, including initiative leads from Customer Experience, CXCoE, Accessibility, Digital Governance, MyMassGov, Seamless Engagement, and Life Experiences initiatives.
Position Overview:
This role centers on strengthening operational systems, financial tracking, procurement processes, and internal documentation across the Engagement Portfolio, while also supporting structured communications and change management activities tied to the Commonwealth Digital Roadmap. Key responsibilities include:
- Providing day-to-day operational support for procurement and purchasing functions
- Tracking procurements from submission to delivery and ensuring timely fulfillment
- Assisting with vendor coordination, including license renewals and purchasing documentation
- Reviewing and tracking invoicing to support timely approval and payment
- Maintaining consistent tracking of budgeted and actual expenses throughout the fiscal year
- Developing and maintaining an integrated operational view across all business units within the Chief Engagement Officers portfolio
- Analyzing existing project management and reporting processes to identify opportunities for improvement
- Developing standard operating procedures, SOPs, and process documentation
- Creating visual process maps and workflow documentation to improve clarity and efficiency
- Conducting structured interviews with initiative leads to document cross-agency collaboration and impact
- Drafting internal case studies, summary briefs, and initiative overviews
- Developing one-pagers, slide decks, and talking points for internal and stakeholder audiences
- Supporting preparation of materials for engagement events, such as the CX Showcase
- Organizing and maintaining a shared communications repository of assets and templates
- Supporting Digital Roadmap content updates on mass.gov
- Assisting in developing change management materials, FAQs, stakeholder maps, guidance documents, and standardized communications intake templates.
Required Skills and Qualifications:
- Strong writing and editing skills
- Excellent attention to detail and organizational skills
- Ability to synthesize complex information into clear, structured documentation
- Ability to manage competing priorities and meet deadlines
- Proficiency in Microsoft Office, especially Excel, Word, and PowerPoint
- Interest in public service, state government, digital transformation, or public-sector operations
Preferred Skills and Qualifications:
- Coursework in communications, public administration, public policy, business administration, marketing, or a related field
- Experience supporting operational processes, budgeting, or procurement tracking
- Experience conducting interviews or stakeholder engagement
- Familiarity with project management process improvement or change management concepts
- Basic visual design skills and experience formatting polished documents and presentations
- Experience with tools such as Canva, Adobe Creative Suite, Figma, or similar platforms
Expected Deliverables:
- Improved procurement and financial tracking documentation
- Updated or newly developed standard operating procedures
- 3-5 documented initiative case studies
- A standardized communications intake template
- Draft briefing materials and presentation content
- Event support materials for at least one engagement initiative
- An organized repository of communications and storytelling assets
Skills and Knowledge Gained:
- Public-sector operational management
- State budgeting and procurement processes
- Cross-agency collaboration models
- Change management in government
- Executive-level briefing and strategic storytelling
- Constituent experience
- CX principles
- Digital transformation initiatives in state government
Comprehensive Benefits:
The Commonwealth offers 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. Explore our Employee Benefits and Rewards.
An Equal Opportunity Affirmative Action Employer:
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 dont meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications.