The Manager – Enterprise Applications (Sys Admin Team) leads a team of system administrators responsible for the operational support and administration of enterprise platforms including NetSuite, Oracle CPQ, Concur, SecureLink, ServiceNow, and Box. This role ensures high-quality service delivery, drives ITIL-based service management practices, and fosters a collaborative, team-oriented culture aligned with a US-centric organizational environment.

Essential Functions

Team & Operational Leadership

• Lead and manage a team of system administrators, setting clear goals and expectations.
• Develop and execute short-term operational plans aligned with departmental objectives.
• Promote a culture of accountability, continuous improvement, and shared success.

System Oversight

• Oversee the administration and support of NetSuite, Oracle CPQ, Concur, SecureLink, ServiceNow, and Box.
• Ensure systems are secure, reliable, and compliant with internal standards.
• Coordinate with Application Owners to support system performance and enhancements.

ITIL & Service Management

• Apply and enforce ITIL practices across incident, problem, and change management.
• Collaborate with the Service Delivery Manager to align on service processes and improvements.
• Drive performance against KPIs related to ticket management, SLA adherence, and service quality.

Communication & Collaboration

• Communicate effectively with internal stakeholders, including senior leaders, to align priorities and expectations.
• Foster a team-oriented environment that values transparency, respect, and proactive support.
• Adapt communication and working styles to align with a US-based leadership culture.

Continuous Improvement

• Identify and implement improvements to systems, processes, and team workflows.
• Analyze service data to identify trends, root causes, and opportunities for optimization.

AI Adoption & Support

• Identify opportunities to integrate AI and machine learning capabilities into enterprise applications to enhance automation, predictive analytics, and user experience.
• Collaborate with application owners and data teams to evaluate and implement AI-driven tools and features within platforms such as ServiceNow, NetSuite, and Oracle CPQ.
• Support change management and user adoption of AI-enhanced functionalities through training, documentation, and stakeholder engagement.
• Monitor AI system performance and ensure alignment with data governance, compliance, and ethical standards.
• Stay current with emerging AI technologies and assess their applicability to enterprise application strategy and operations.

Skills & Competencies

• Strong knowledge of enterprise system administration and ITIL-based service management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and lead a team in a dynamic environment.
• Strong analytical and problem-solving skills.
• Cultural awareness and adaptability to work within a US-centric organizational structure.

Required Experience & Education

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Minimum of 7 years of experience in enterprise systems administration, with at least 2 years in a leadership role.
• Hands-on experience with at least two of the following: NetSuite, Oracle CPQ, Concur, SecureLink, ServiceNow, Box.

Preferred Experience

• Experience working in a global or matrixed organization.
• Familiarity with automation and monitoring tools.

Certifications

• ITIL Foundation certification (required)
• Advanced ITIL certification (preferred)
• Direct supervision of system administrators within the Enterprise Applications team.

Supervisory Responsibilities

Onboarding

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.