IT Business Applications Manager

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Purpose
The IT Business Applications Manager is a hands-on leadership role responsible for taking ownership of the organization's suite of business applications—including ERP, CRM, finance systems, and other digital platforms. This position leads the end-to-end application lifecycle and directs a team that operates at Level 2 and Level 3 on the escalation matrix, ensuring the highest standard of application support and continual improvement.

The Manager supervises and develops a skilled team specializing in:

• Gathering requirements directly from business stakeholders.
• Configuring and optimizing applications to meet evolving organizational needs
• Creating and communicating development requests to the dedicated development team
• Coordinating rigorous testing to ensure robust, reliable business solutions

This leadership role does not cover hardware, infrastructure, Windows administration, or network operations. The focus is to drive business value through effective application management, expert-level support, and seamless collaboration across teams.

Functions
Applications Leadership

• Serve as the primary authority for all business applications, ensuring they align with organizational goals and deliver optimal performance
• Proactively manage the full lifecycle of applications, from requirements gathering and configuration to development coordination and testing
• Act as the escalation point for Level 2 and Level 3 application incidents, providing advanced troubleshooting, root cause analysis, and solution delivery

Team Supervision & Development

• Lead and mentor a team of analysts, application specialists, and technical experts responsible for business requirements, configuration, and testing
• Oversee staffing, scheduling, and performance management to maintain high skill alignment for complex incidents, requests, and enhancements
• Foster a culture of collaboration, accountability, and continuous professional growth

Stakeholder Engagement

• Work in close partnership with business leaders and end users to understand requirements and priorities
• Translate business requirements into actionable configuration and development tasks
• Ensure clear communication and coordination between the applications team and the development team on new features, changes, or fixes

Testing & Quality Assurance

• Oversee the design and execution of testing strategies for application changes and enhancements
• Ensure all solutions meet user requirements and quality standards before deployment
• Champion continuous improvement and application reliability

These job functions are representative of tasks accomplished by incumbents. The list is not exhaustive; incumbents perform other related tasks.

Working Conditions And Physical Demands
Position works in a normal office environment. Standing, sitting, and walking required daily. Job minimal will involve travel.

Qualifications

• Bachelor's degree in computer science, Information Systems, Business Administration, or a related field.
• 5+ years of experience in IT application support, business systems management, or related roles, with at least 2 years in a supervisory or managerial capacity.
• Strong technical background in business applications (ERP, CRM, reporting tools, etc.), data management, and process automation.
• Salesforce certification is a plus.
• Excellent leadership, collaboration, and team-building skills.
• Proven analytical and problem-solving abilities, including experience with ticketing systems and data analysis.
• Ability to communicate effectively with technical and non-technical stakeholders, both orally and in writing.
• Experience with knowledge management tools and documentation standards.
• Project management skills: certification in PMP or similar framework is a plus.
• Understanding of ITIL or similar service management methodologies.
• Commitment to user service excellence and continuous improvement.

Familiarity with risk management and IT security practices in business application environments.

It is the policy and practice of this Company to prohibit any form of discrimination or harassment based on race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state or local law.