We are looking for an Enterprise Applications Manager for our growing team. This position is located in Sedro Woolley, Washington State.Department Summary:The Enterprise Applications Manager serves as the primary point of contact for employees seeking access, support, and process assistance within Janicki's SAP environment and other Business Information Systems (BIS) applications. This role oversees daily operations of the BIS/SAP help desk queue, ensuring timely triage, resolution, and escalation of support requests. The position acts as the first escalation point for complex issues, collaborates closely with Business Systems Analysts and Information Systems teams to resolve root causes, and contributes to continuous process improvement efforts. As the BIS/SAP support function grows, this role is expected to expand into broader team leadership and people-management responsibilities.
Roles & Responsibilities:- Serve as the main contact and escalation point for BIS/SAP support tickets, including access requests, password resets, account lockouts, and login issues.
- Triage, prioritize, and assign incoming tickets submitted by phone, email, or ticketing system, ensuring adherence to service level expectations.
- Review and process user access and security role requests in SAP/BIS systems, coordinating approvals with process owners, IT Security, and administrators.
- Provide advanced troubleshooting for SAP/BIS transactions, workflows, and process errors, escalating to Business Systems Analysts, developers, or vendors when needed.
- Identify recurring issues and process gaps and work with Business Systems Analysts and process owners to recommend and implement improvements.
- Create and maintain help desk documentation, knowledge base articles, and standard work instructions for common support requests.
- Coordinate with the Business Systems Analyst team, IT Help Desk, and Systems Administrators to resolve cross-functional support issues.
- Support user provisioning and deprovisioning activities, including onboarding, offboarding, and role changes within SAP and other business systems.
- Track and report ticket volume, resolution metrics, backlog trends, and other help desk performance indicators.
- Guide, train, and mentor help desk staff supporting BIS/SAP requests, sharing system knowledge and troubleshooting practices.
- Assist in developing and enforcing BIS/SAP help desk procedures and best practices that promote high-quality, consistent support.
- Participate in testing and validation of system changes, patches, and enhancements affecting BIS/SAP end users.
- Identify SAP/BIS training needs and partner with Training or Business Systems Analysts to address knowledge gaps.
- Demonstrate the ability to coordinate the work of a technical support team, with the potential to assume scheduling, supervisory, and performance-management duties as the support function expands.
Basic Qualifications:- Due to our ITAR and EAR regulations, applicants must be a US Citizen or of Legal Permanent Resident Status as defined by 8 U.S.C. 1324b (a) (3)
- PROOF OF U.S. CITIZENSHIP REQUIRED DUE TO ACCESS TO SENSITIVE DATA AND OUR COVERAGE UNDER EAR AND ITAR REGULATIONS.
Required Education/Experience:- Minimum High School Diploma. Bachelor's degree in Information Systems, Business, or a related field preferred.
- 3-5 years of experience in IT support, business systems support, or help desk operations.
- Experience with SAP or another ERP system strongly preferred (SAP S/4HANA or ECC).
- Experience with user access management, security roles, or segregation-of-duties concepts preferred.
- Familiarity with ticketing systems, knowledge base platforms, and remote support tools.
- Demonstrated ability to lead, mentor, or coordinate the work of others.
- Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
- Strong organizational skills and ability to manage multiple priorities under pressure.
- Must be eligible for a security clearance and willing to support on-call duties as needed.
Detailed Wage InformationWage range for this role is between
$128,000 - $178,000, plus a discretionary bonus, 401(k) matching, vacation, and health benefits. Employees can also receive additional pay for off-shifts, off-site work, and access pay. The range provided is Janicki's estimate of the base compensation for this role. Actual amount offered will be based on job-related and non-discriminatory factors such as experience, location, education, training, skills, and abilities
Benefits- Medical, Dental, and Vision insurance with employer contribution
- Disability insurance as well as Life/AD&D insurance
- HSA (Health Savings Account) with employer contribution and FSA (Flexible Savings Account)
- 401k with employer matching
- Paid time off and paid holidays (including two floating holidays)
- Education reimbursement program
- Several shift options
- Premium pay for off-shifts
- Premium pay for security clearance if applicable
Not sure that you'll be the perfect fit for this role? You should still apply! We'll review your application for other opportunities. We are always on the lookout for talented people!By applying for this job, you are expressing interest in this position and could be considered for other career opportunities where similar skills and requirements have been identified as a match. Should this match be identified, you may be contacted for this and future openings.
