We are seeking an experienced and strategic Sr. Director of Application Support to lead our global support operations for our ERP SaaS platform. In this role, you will oversee the performance, delivery, and continuous improvement of application support services for our customers and internal stakeholders. You will lead a team of support managers, engineers, and analysts, and collaborate cross-functionally with product, engineering, and implementation teams to ensure seamless customer experience and platform reliability.
Essential Tasks
- Lead the Application Support function for the ERP SaaS platform, overseeing day-to-day operations, incident response, customer escalations, and SLAs
- Build and manage a high-performing team, including support managers, L2/L3 support engineers, and application analysts
- Develop and enforce operational standards, KPIs, and performance metrics for support services
- Drive root cause analysis and long-term remediation plans for recurring application issues
- Partner with Engineering and Product teams to prioritize and resolve production-impacting issues
- Oversee the creation and maintenance of knowledge bases, runbooks, and self-service documentation
- Implement and maintain ITIL-aligned processes such as incidents, problems, and change management
- Leverage analytics to improve customer support satisfaction, reduce case resolution time, and identify support trends
- Act as a customer advocate, influencing roadmap and product quality from the support perspective
- Ensure compliance with security, data privacy, and regulatory requirements within the support process
- Advise Administration, supervisory staff and employees as to the proper interpretation of various procedures and regulations
- Maintain effective working relationships with all constituencies including administration, employees, providers, patients, and vendors
Preferred Skills and Experience
- Bachelor’s degree in Computer Science, Information Systems, or a related field (Master’s preferred)
- 15+ years of experience in technical support or application support roles, with at least 8+ years in a leadership capacity
- Jenzabar One/Ex SaaS experience
- Experience managing support operations for a cloud-based ERP or enterprise SaaS platform (e.g., Oracle NetSuite, SAP S/4HANA Cloud, Workday, Microsoft Dynamics)
- Deep understanding of SaaS infrastructure, application lifecycle, and multi-tenant architectures
- Proven track record of improving support operations through automation, process redesign, and technology
- Strong familiarity with ITSM frameworks (e.g., ITIL), tools (e.g., ServiceNow, Zendesk, Jira), and practices
- Exceptional leadership, communication, and stakeholder management skills
- Experience with global support models and managing geographically distributed teams
- PMP, ITIL, or relevant certifications
- Experience with DevOps and CI/CD environments
- Familiarity with ERP domains such as finance, procurement, supply chain, or HR
The pay range for this position is $105,000-$135,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
Benefits
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance
Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
Top Skills
What We Do
Jenzabar is higher education’s trusted advisor, offering technology solutions and services that are tailored to fit the evolving needs of institutions both today and in the future.
Collaborating with over 1,300 clients worldwide, we provide scalable software and services, designed to drive performance across campus and throughout the full student lifecycle. Exclusively serving higher education, more colleges and universities selected a Jenzabar student information system over any other SIS during the past six years. For further information, please visit www.jenzabar.com.
