Enterprise Applications Manager
Position Summary: The Enterprise Applications Manager’s role is to manage, maintain, and support a portfolio of the association’s enterprise software applications, with primary responsibility for the iMIS Association Management System, NAFSA’s online marketplace, AMS APIs and web services. The Enterprise Applications Manager applies proven communication and problem-solving skills to guide and assist business users on issues related to the setup, configuration, deployment, and ongoing operations of enterprise software applications critical to business operations. Reporting to the Senior Director, Technical Solutions, this position will analyze and resolve system issues in a timely and accurate fashion and monitor data quality. Other duties include delivering support to and educating end users in the organization about how to use various types of association software programs efficiently and effectively in fulfilling business objectives, as well as troubleshooting software applications for internal and external customers. The Enterprise Applications Manager is also responsible for the design, delivery, and improvement of internal end user training programs and materials for the systems in their portfolio.
Major Functions and Responsibilities
Strategy and Planning (15%)
- Ensure that the enterprise applications meet association objectives; fulfill end-user requirements; identify and resolve business requirements issues.
- Gather, analyze, and define end-user requirements for data access and usability in accordance with business objectives.
- Develop, implement, and maintain associated plans and procedures for software administration and appropriate use.
- Create and deploy feedback mechanisms for end users; analyze results; make recommendations for support process improvement; implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems, providing periodic status updates to managers and business owners.
Acquisition and Deployment (15%)
- Conduct research into software application products and services in support of development and purchasing efforts.
- Work with vendors to configure and deploy enterprise software applications and enhancements.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and post-implementation support; facilitate smooth transition to standard operations.
- Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
System Maintenance and Support (30%)
- Maintain and enhance performance of a portfolio of new and existing software and applications across the organization, with primary responsibility for the iMIS Association Management System, Online Marketplace and AMS APIs and Web Services.
- Actively support the portfolio of enterprise systems by fielding incoming service desk tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
- Identify and learn appropriate software applications used and supported by the organization.
- Recommend, schedule, and perform software improvements, patches, or upgrades
- Test fixes and perform post-resolution follow up to ensure issues have been adequately resolved.
- Support other technology team members in interdependent projects and tasks.
Service Desk Support (20%)
- Establish service-level agreements with end users and provide on-call technical support.
- Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Training & Communication (20%)
- Proactively and regularly coordinate with department heads to assess departmental application training needs and objectives.
- Formulate and conduct training sessions and teaching materials for propagating enterprise software applications knowledge throughout the organization; provide orientation and training to end users for all modified and new systems.
- Cross-train technology team members in support of NAFSA’s technology environment.
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Develop and maintain current documentation on all supported systems to support knowledge transfer across the team and the organization.
Other duties as assigned by the Senior Director, Technology Solutions
- Bachelor’s degree in business, information systems, systems design, or an equivalent combination of education and experience.
- At least three years of experience in all aspects of managing enterprise-level web-based software applications such as an Association Management System, Learning Management System, or Content Management System.
- Proven experience in overseeing the direction, development, and implementation of enterprise web-based technology solutions.
- Superb interpersonal skills with the ability to assist users of various skill levels and backgrounds on technical systems and procedures.
- Effective team collaborator with excellent oral and written communication skills; at ease leading meetings and trainings.
- Proven experience overseeing the direction, development, and implementation of enterprise web-based technology solutions.
- Knowledge of applicable data privacy practices and laws.
- Working technical knowledge of SQL; knowledge of HTML or other web or data programming languages
- Certifications related to web systems or databases
- Exposure to project-based work structures and working on project teams
- Experience with an association, membership or nonprofit organization
This position works closely with many departments that lean on technology to effectively deliver their respective work plans. The Enterprise Applications Manager must be able to multitask, self-prioritize, work independently, and interact with large numbers of internal and external clients and stakeholders. The position will actively collaborate with, support and cross-train Technology Solutions team members, and will draw on the services of outsourced vendors as appropriate.
As representatives of a membership organization with a broad and diverse range of activities related to education and training, NAFSA staff possess more than simply specialized capabilities. Each individual is expected to take the initiative to become knowledgeable about the organization as a whole. Association members and other staff expect colleagues to be accessible and responsive, to convey a positive attitude, and to exhibit a high degree of professionalism.
The workday is generally 9:00 a.m. to 5:00 p.m. The week after Memorial Day to Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.
Travel is required occasionally related to job responsibilities, especially for the annual conference or other leadership meetings. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities.
About NAFSA: Association of International Educators
NAFSA: Association of International Educators is an organization of people dedicated to building a global community and fostering a more peaceful world through advancing international higher education. With approximately 10,000 members, NAFSA is the world’s largest professional development and advocacy organization committed to international learning and creating a more globally engaged, welcoming, and educated United States.
NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all.
NAFSA is a workplace that not only appreciates diversity but believes it is our strength, and we strive to create an inclusive culture for all our team members. NAFSA is proud to be an Equal Opportunity Employer. Learn more about NAFSA at www.nafsa.org