Enterprise Solutions and Experience Manager

Qualifications

• Education: 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

Responsibilities

• 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.