Columbia Forest Products

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.

Equal Opportunity Employer
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