Columbia Forest Products

Compensation

Full Description

Job Summary: The Enterprise Applications Support Manager is responsible for overseeing the stability, performance, and continuous improvement of the organization’s enterprise business systems, including ERP, CRM, and CMMS platforms. This role leads a team of functional and technical analysts to ensure these critical systems effectively support business operations, user needs, and organizational growth. The ideal candidate combines strong leadership skills with a deep understanding of enterprise application management, system integrations, and service delivery best practices. Key Responsibilities: Leadership & Strategy: • Lead, mentor, and develop the Enterprise Applications Support team to ensure high-quality service and operational excellence. • Partner with business leaders, IT leadership, and vendors to align application capabilities with strategic business objectives. • Develop and maintain the roadmap for ERP, CRM, and CMMS systems to support scalability, modernization, and process optimization. • Establish and monitor KPIs and service level agreements (SLAs) to ensure system uptime, responsiveness, and user satisfaction. Application Management: • Oversee daily operations, support, and maintenance of ERP, CRM, and CMMS systems, ensuring reliability and performance. • Coordinate incident management, problem resolution, and root cause analysis for system-related issues. • Manage configuration, change requests, upgrades, and enhancements while maintaining system integrity and compliance. • Ensure integrations between systems and third-party tools function seamlessly and securely. • Serve as escalation point for complex functional and technical issues. Governance and Continuous Improvement: • Implement and maintain ITIL-based processes for application support, change management, and release management. • Identify opportunities for automation, optimization, and enhanced user experience. • Oversee system documentation, knowledge management, and training programs for end-users and support staff. • Collaborate with cybersecurity and infrastructure teams to maintain compliance with security standards and data governance policies. • Vendor & Project Management • Manage relationships with software vendors and external support partners to ensure timely delivery of services. • Participate in budget planning and cost management for application support and licensing. • Lead or support application-related projects, including system upgrades, integrations, and implementations. Qualifications: • 5+ years of experience in supporting and managing enterprise applications. • Strong leadership and communication skills. • Excellent problem-solving and analytical skills. • Experience with relevant enterprise applications (ERP, CRM, CMMS, etc.). • Knowledge of database management and system integration.