Enterprise Application and Service Manager

The Enterprise Application and Service Manager provides hands-on leadership for the administration, stability, integration, documentation, and support of Savannah State University's enterprise application environment. The position manages application services that support students, faculty, staff, and business operations; coordinates with infrastructure, security, web, data, and functional offices; and ensures that enterprise systems are reliable, secure, well-documented, and aligned with institutional needs. The incumbent may be required to perform job-related tasks other than those specifically delineated in this description.

NOTE: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire. This position does not offer sponsorship for employment visas.

Responsibilities

ESSENTIAL JOB FUNCTIONS AND DUTY WEIGHTS

Total weight: 100%. Percentages reflect the expected annual emphasis of the position and may shift based on institutional priorities, system upgrades, audits, compliance needs, or major projects.

Enterprise Application Administration and Service Delivery 30%

• Manage the day-to-day administration, configuration, monitoring, maintenance, and user support of enterprise applications, including Banner, Brightspace/D2L, Microsoft 365, identity/access-related tools, collaboration platforms, and other institution-wide systems.
• Ensure applications are available, supported, upgraded, and maintained in coordination with ITS leadership, vendors, University System of Georgia resources, and functional business owners.
• Standardize application support practices, error handling, escalation paths, configuration management, and service delivery expectations where possible.
• Coordinate incident response, problem resolution, root-cause analysis, and service restoration for application-related issues.

ERP, Data, Integrations, and Workflow Management 20%

• Serve as a technical and functional resource for Banner and related enterprise systems, including data sources, data destinations, reporting dependencies, integrations, and process workflows.
• Maintain current workflow diagrams, interface inventories, system dependency maps, and documentation for data movement between applications.
• Support integration planning, testing, validation, and troubleshooting for enterprise applications, middleware, data feeds, and vendor-hosted systems.
• Partner with institutional research, enrollment management, finance, student services, academic affairs, and other operational units to improve business processes and reduce manual workarounds.

Application Portfolio, Projects, and Governance 15%

• Assist with application portfolio management, including evaluation of current tools, redundancy reduction, lifecycle planning, service ownership, renewal tracking, and recommendations for improvement.
• Lead or coordinate enterprise application projects, upgrades, implementations, enhancements, and cross-functional initiatives from planning through stabilization.
• Develop project plans, timelines, status updates, risk logs, testing plans, cutover plans, and post-implementation support plans.
• Coordinate with infrastructure, service desk, cybersecurity, web, data, and application teams to maintain a cohesive support and escalation chain.

Security, Access Controls, Compliance, and Change Management 15%

• Support security, data management, privacy, and access control standards for enterprise applications, with special emphasis on least-privilege access, role-based permissions, account provisioning, and administrative account control.
• Work at the appropriate security and privilege level when diagnosing and resolving application issues.
• Document and monitor configuration settings, especially deviations from default settings, and ensure application changes follow established review, approval, testing, and communication practices.
• Contribute to policies, procedures, standards, audit responses, and reporting related to enterprise systems, application access, data integrity, and operational controls.

Documentation, Training, Communication, and Customer Support 10%

• Maintain current online and offline application documentation, including operational runbooks, standard operating procedures, support guides, configuration records, and service ownership information.
• Develop or coordinate user training, knowledge base articles, functional support materials, and communications related to application changes, outages, enhancements, and new services.
• Provide high-level customer service and translate technical issues into practical guidance for functional users and campus leadership.
• Support documentation of key operational functions and business continuity procedures to reduce single points of failure.

Leadership, Vendor Management, and Continuous Improvement 10%

• Provide senior-level functional guidance, technical decision support, and daily leadership for enterprise application services with broad institutional impact.
• Supervise assigned staff, student assistants, consultants, or vendor resources as applicable; assign work, monitor progress, provide coaching, and support professional development.
• Manage vendor relationships, support ticket escalations, service expectations, and coordination with third-party providers.
• Identify low-hanging operational improvements, automation opportunities, process gaps, and service enhancements that improve reliability, usability, and institutional efficiency., All employment processes and decisions, including but not limited to hiring, promotion, and tenure, shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for all such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the individual is being considered. At the core of any such decision is ensuring the institution's ability to achieve its mission and strategic priorities in support of student success., * The work is typically performed in an office or technology support environment while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or reaching.
• The employee may occasionally lift light to moderately heavy objects and may be required to access technology spaces, equipment rooms, or campus offices.
• The position may require occasional after-hours, weekend, or on-call support for enterprise application outages, upgrades, critical deadlines, registration periods, audits, or major system changes.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

• This position has direct supervision over 0-2 personnel and may provide functional supervision or project leadership to assigned staff, student workers, contractors, vendors, and cross-functional project teams., * Perform related duties as assigned to support the mission of Information Technology Services and Savannah State University.
• Maintain a customer-centered, security-conscious, and documentation-driven approach to enterprise application support.
• Promote operational continuity by reducing single points of failure, improving knowledge sharing, and strengthening application ownership and escalation practices.

Do you have experience in Vendor relationship building?, Do you have a Master's degree?, * Master's degree in Information Technology, Information Systems, Computer Science, Business Systems, Public Administration, Higher Education Administration, or related field and two (2) years of relevant experience; OR

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Systems, Public Administration, Higher Education Administration, or related field and four (4) years of relevant experience; OR
• High school diploma or equivalent and eight (8) years of directly related enterprise application, systems administration, ERP, technical support, or business systems experience.
• Relevant experience may include enterprise application administration, ERP support, systems integration, service management, database/reporting support, software implementation, business process analysis, or technical project coordination., * Master's degree in Computer Science, Information Technology, Information Systems, Data Analytics, Business Systems, or a related technology field.
• Five (5) or more years of relevant experience supporting enterprise applications in higher education, government, or similarly complex environments.
• Experience with Ellucian Banner ERP, Oracle databases, SQL/reporting tools, identity and access management, learning management systems, Microsoft 365, endpoint/security administration tools, or enterprise service management platforms.
• Experience leading application implementations, upgrades, integrations, workflow redesign, or cross-functional technology projects.
• Experience with ITIL, Agile, project management, change management, cybersecurity, data governance, or application lifecycle management practices.
• Prior supervisory, team lead, vendor management, or project leadership experience., * Knowledge of enterprise application administration, ERP systems, data integrations, reporting dependencies, and system lifecycle management.
• Knowledge of higher education business processes, including student, finance, human resources, academic, and administrative operations.
• Knowledge of cybersecurity principles, role-based access controls, administrative account practices, privacy expectations, and data stewardship.
• Skill in troubleshooting complex application issues, coordinating escalations, and communicating root cause and resolution steps.
• Skill in technical documentation, workflow mapping, configuration management, and development of standard operating procedures.
• Skill in project coordination, prioritization, stakeholder engagement, vendor coordination, and status reporting.
• Ability to lead cross-functional teams, manage competing priorities, and drive work to completion in a service-oriented environment.
• Ability to translate technical concepts for non-technical audiences and build trusted relationships with functional offices.
• Ability to evaluate application performance, support needs, operational risks, and opportunities for automation or service improvement.
• Ability to maintain confidentiality and exercise sound judgment when handling institutional systems, data, and access.

Savannah State University established in 1890, is the first public historically black college or university in the state of Georgia and the first institution of higher learning in the city of Savannah. The university's students select majors from five colleges: * Business Administration * Education * Engineering and Computing * Media, Arts, and Communication * Science and Humanities The campus is by far the most picturesque in the state of Georgia. The moss-laden sweeping oak trees, expansive marsh and historic architecture create a resplendent yet tranquil atmosphere. Beneath the beauty and splendor is a vibrant residential campus bursting at the seams with the vim and vigor of quality collegiate life: relevant academic majors, engaging lectures, cutting-edge research, quality student-faculty engagement and a nurturing environment., The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653. Institutional Values At Savannah State University, five core values shape everything we do: * Belonging - Building a community where all voices are valued and respected. * Collaboration - Working together across disciplines and communities for shared success. * Discovery - Pursuing knowledge, research, and exploration that expand horizons. * Excellence - Committing to superior achievement in every endeavor. * Resilience - Rising stronger through challenges with determination and adaptability. These principles guide our culture, inspire our teams and define the kind of workplace we strive to build; one where every individual can thrive, contribute, and grow.