Manager, Enterprise Applications

Enterprise ApplicationsUS Exempt RegularFull timeStateside Exempt 4.3Location: Adelphi, MD (Hybrid)

Summary:

The Enterprise Application Manager leads a team of Operational Leads and Junior Administrators, ensuring efficient operations and promoting collaboration and growth. The Manager oversees third-tier technical support, monitoring, and configuration/change management for on-premises and cloud-based applications. This role represents the organization and team internally and externally, aligning with business needs by understanding requirements, priorities, timelines, and potential barriers.

The position serves as a subject matter expert, leading operational support, solution design, deployments, configuration changes, maintenance, and upgrades of applications. Key responsibilities include audits, technical and process documentation, dashboard and report development, user and role management, security compliance, change control, automated process development, innovation recommendations, and driving organizational continual service improvement. The Manager will spearhead initiatives for service improvement, guiding the team in these efforts.

Duties and Responsibilities:

• Lead Technical Operations: As a working manager, lead the configuration, deployment, and monitoring of new applications and services, ensuring alignment with business needs and technical best practices.

• Manage Third-Tier Support: Oversee third-tier technical support operations, ensuring adherence to processes and Service Level Agreements, while coaching the team to drive continuous improvement and tracking performance.

• Resolve Technical Issues: Oversee the resolution of technical issues across the organization and with vendors, ensuring timely solutions that meet business needs through effective team guidance.

• Monitor Applications: Monitor applications for outages, stability, and capacity, implementing proactive measures to identify and resolve performance issues, and develop monitoring systems to enhance team efficiency.

• Collaborate with Stakeholders: Collaborate with internal teams, customers, and vendors on technical requirements for new applications, ensuring alignment with organizational goals and successful integration through strong communication and stakeholder management.

• Oversee Change Management: Oversee the development, testing, and implementation of changes, including code deployments and user acceptance processes, while ensuring security, compliance, and optimization opportunities.

• Drive Efficiency Initiatives: Drive initiatives to reduce technical debt, automate processes, and enhance application performance, scalability, and security, guiding the team in these efforts.

• Strategic Planning: Lead strategic planning for technical operations, aligning with organizational objectives and driving continuous improvement through team leadership and collaboration.

• On-Call Management: Ensure effective on-call management, maintaining team readiness and swift issue resolution through proactive planning and coaching.

Skills:

• Leadership and Mentoring: Demonstrate strong leadership by mentoring team members, guiding them through complex scenarios, and fostering a collaborative environment.

• Tier 3 Troubleshooting: Proven ability to troubleshoot and resolve critical application issues at a Tier 3 level, minimizing operational disruptions.

• Adaptability: Adapt quickly to changing priorities in a dynamic environment, ensuring successful outcomes.

• Application Management: Leverage methodologies like ticket management and change control to ensure seamless application support.

• Documentation and Standardization: Develop and standardize documentation for new tools and systems, addressing third-party variations and in-house development challenges.

• Project Management: Lead project development, implementation, and monitoring, ensuring timely delivery and driving continuous improvements.

• Stakeholder Relationships: Build and nurture relationships with internal stakeholders and customers to foster collaboration and meet business objectives.

• Team Collaboration: Drive team collaboration and effectiveness, empowering members to contribute to shared goals.

• Communication and Alignment: Simplify complex technical concepts for non-technical stakeholders and align team efforts with organizational goals.

• Professionalism and Flexibility: Exhibit dedication, a positive attitude, and flexibility during periods of change or challenge.

Education & Experience Requirements:

Experience:

• 7+ years of experience, with at least three years in implementing, supporting, configuring, and administering applications like PeopleSoft, Azure DevOps, Salesforce, or Desire2Learn.

• Team Leadership: Lead and mentor a team to foster growth, ensure efficient operations, and drive high-performance results.

• Vendor Management: Manage relationships with third-party vendors to ensure seamless integration and timely issue resolution.

• Technical Expertise: Extensive experience with core applications (e.g., PeopleSoft, Azure DevOps, Salesforce, Desire2Learn) and familiarity with other relevant applications (e.g., Microsoft products, MuleSoft, New Relic, OnBase, ServiceNow, Splunk, SolarWinds, Workday, Zoom).

• Business Process Management: Experience in creating business process definitions, conducting gap/fit analyses, leading pre-implementation workshops, and maintaining project documents (business requirements, statements of work, project plans, test plans).

• Technical Documentation and Optimization: Proven ability to build use cases, define business processes, create technical documentation, leverage tools for optimization, and drive operational improvements.

• Subject Matter Expertise: Perform as a technical subject matter expert with initiative, sound judgment, and a results-driven mindset.

• Certifications: ITIL or core application certifications are highly desirable.

Preferred Experience Requirements:

Education:

• Bachelor's Degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$144,000.00 - $154,400.00