Enterprise Applications Technical Manager

Location
Washington DC
Salary
competitive
Posted
Nov 27, 2018
Closes
Jan 11, 2019
Function
Analyst, Business, IT
Hours
Full Time

The Kennedy Center Information Technology department provides and supports a variety of applications, systems and tools to staff, performers, patrons and other constituents to enable its mission to be accomplished. This includes, but may not be limited to ERP systems for HRM and Finance, CRM systems for donor and customer management, Venue management software, internal and external websites, management systems for performance and event ticketing, gift shop POS, parking, and reporting across all data sets.

Operating within the IT department, the Business Systems team is responsible for supporting and enhancing the suite of business applications, including CRM (Tessitura), Artistic Venue Management Software (ArtsVision), and ERP System (Lawson).

The goal of the team is to enable a superior patron experience, maximize the performance and efficiency of user departments, optimize cost and maintain maximum availability, reliability and accuracy. This team also sets and promotes project management best practices across the larger IT department and stakeholder groups.

We are passionate about the arts and our mission and support it by ensuring the success of a wide range of user groups including artistic programming, education, ticketing, fundraising, marketing, finance, production and facilities.

The Enterprise Applications Technical Manager is charged with ensuring the highest quality and effectiveness of operation is attained for all systems and that the various systems are appropriately integrated to share data and provide a holistic ecosystem to serve the business needs. Responsibilities include developing a thorough understanding of the business needs and priorities by developing strong relationships with end users in all roles, developing and executing roadmaps that include enhancements to functions and integrations, regular maintenance such as upgrades and patches, training and supporting users in all roles, instituting quality processes to include data stewardship, cleansing and audits, developing test strategies, minimizing downtime due to planned and unplanned maintenance, managing contracts and relationships with suppliers of the systems. This position is a subject matter expert on the systems and data and provides guidance and expertise to software development, support and other functions and may be called on to oversee or review the work of others from time to time.

Duties and Responsibilities

40% Lead application configuration and design through optimization of features, user experience, data governance, process efficiency and system performance

40% Manage and provide technical and operational direction and quality assurance for every aspect of projects; ensure technical requirements are commonly understood across project teams. Work closely with the Technical Project Managers to define, document, and adhere to proposed solutions and delivery schedules.

10% Retain extensive knowledge across business systems and across functional teams in IT in order to identify best solutions towards business needs. Identify and recommend product customization and enhancements to meet business requirements.

10% Manage software upgrades, patches and other regular maintenance. Monitor technology system health and usage address aberrations and abuse. Manage default list with software vendors, be fully aware of development schedule and push for incremental improvements. Continuously explore new solutions and participate in vendor selection.

Education/Experience

  • Bachelor's degree in a technical field

  • A minimum of 5 year administering a CRM, ERP system, or database system, preferably systems supporting ticketing and/or fundraising or other constituent relationships. Familiarity with administering large-scale business systems from both the front-end (client) and back-end (database) perspectives.

  • Experience with Tessitura strongly preferred. Experience with Salesforce, Ticketmaster, Provenue, Patron Manager, or Lawson a plus.

  • A minimum of 3 year experience with SQL in an MS SQL Server environment, writing queries, stored procedures

Minimum Skills and/or Knowledge Required

  • Strong desire of achieving operations excellency and efficiency through technology-oriented, process-oriented, data-driven, and systematic solutions

  • Excellent troubleshooting and problem solving skills

  • Proven ability to partner with business leaders to provide appropriate technology solutions, and to build productive relationships with technical and non-technical users

  • Excellent written and verbal communication, particularly the ability to effectively communicate to non-technical audiences regarding technical matters

  • Pleasant, positive outgoing manner and solution oriented attitude.Strong Customer Service skills.

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is normal.

  • No travel required.

The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation's cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion. We offer a comprehensive range of benefits including medical, dental and vision insurance, paid vacation and sick leave, and a 403(b) retirement plan.

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