Enterprise Solutions and Experience Manager

Enterprise Application Stewardship:

• Own the operational health, configuration governance, and vendor relationships for ERP, CRM, WHM, HRIS, and DMS platforms.
• Define and enforce change management and customization governance processes to prevent technical debt.
• Oversee integrations between enterprise applications, ensuring data consistency and system reliability.
• Partner with the Manager, Engineering & AI Solutions on ERP/CRM customization requiring custom development.

IT Automation & ITSM:

• Drive IT process automation using Power Automate and other low-code tools to reduce manual effort and improve service delivery.
• Own the ITSM platform (ServiceNow, Jira, or equivalent): configuration, workflows, SLA definitions, and continual service improvement.
• Develop and maintain a self-service portal for common IT requests, reducing service desk volume.

Customer Digital Experience:

• Oversee customer-facing digital tools supported by the IT organization, ensuring availability and usability.
• Gather and act on user feedback to continuously improve digital touchpoints.

Team Leadership:

• Directly manage Enterprise Applications Analyst(s) and IT Automation & Digital Experience Analyst (when filled).
• Define team priorities, project roadmaps, and performance standards.
• Develop team members through coaching, stretch assignments, and career growth planning.

Vendor Management:

• Manage relationships with ERP, CRM, DMS, WHM, HRIS, and ITSM vendors; negotiate renewals and escalate issues.
• Evaluate new software solutions and make recommendations to the Director of IT.
• Performs all other duties as assigned.

• Bachelor’s degree in Information Technology, Business, or a related field.

Experience:

• Minimum of 5-7 years of enterprise application administration or consulting experience, with at least 2 years in a leadership role.
• Demonstrated experience managing ERP and/or CRM platforms in a mid-market environment.

Technical Skills:

• Proficiency with enterprise application platforms (ERP: Infor, SAP, Oracle, or similar; CRM: Salesforce, Dynamics 365, or similar).
• Experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent).
• Familiarity with Power Automate or equivalent integration and automation tooling.

Skills and Competencies:

• Strong business analysis skills; ability to translate business requirements into IT solutions.
• Excellent stakeholder management and cross-functional collaboration skills.
• Process improvement mindset with demonstrated ability to streamline operations.

Certifications (Preferred):

• ITIL v4 Foundation or higher.
• PMP or comparable project management certification