Enterprise Applications Manager

Janicki; Sedro-Woolley (WA); On-site; USD 128,000 - 178,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401k with employer matching

Paid time off and holidays

Job summary

Janicki Industries in Sedro-Woolley, WA, seeks an Enterprise Applications Manager to run the BIS/SAP help desk and lead a growing team. You will manage access, security roles, and complex troubleshooting while collaborating with Business Systems Analysts and IT for process improvements.

Responsibilities include ticket triage, escalation, training, and documentation. A strong ERP background and leadership capability are essential for modernization efforts and on-call duties.

Qualifications

• Experience with SAP or another ERP system (S/4HANA or ECC)
• Strong understanding of user access management and security roles
• Ability to lead, mentor, and coordinate teams
• Excellent communication with technical and non-technical users
• Experience handling BIS/SAP help desk operations and process improvements

Responsibilities

• Serve as main contact for BIS/SAP support tickets and access requests
• Triage and prioritize tickets ensuring SLA adherence
• Review user access and security role requests in SAP/BIS
• Provide advanced troubleshooting for SAP/BIS transactions
• Identify recurring issues and drive process improvements
• Create and maintain help desk documentation and knowledge base
• Coordinate with IT and BIS teams to resolve cross-functional issues
• Support provisioning and deprovisioning activities in SAP and BIS

Skills

SAP

ERP systems

IT support

Team leadership

Security access

Customer service

On-call readiness

Education

Bachelor's degree in Information Systems or related field

High School Diploma

Tools

Ticketing systems

Job description

At Janicki Industries, we turn complex ideas into real-world solutions through advanced engineering and manufacturing. Our teams design and build innovative structures, tooling, and systems that support industries including aerospace, space, defense, marine, and architecture.

Across every role, from engineers and technicians to operations and support teams, our people help solve challenging problems, push the limits of design and manufacturing, and create solutions that make a lasting impact.

Enterprise Applications Manager

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 Information

Wage 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

Janicki Industries is an Equal Opportunity Employer. Janicki Industries does not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, marital or familial status, physical or mental disability, genetic information, age, retaliation, veteran/military service status, or any other legally protected status. Janicki is proud to be a military friendly employer.

Applicants or employees wishing to view a copy of Janicki Industries’ Affiant Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at [phone].

As a federal government contractor and a recipient of federal funding, Janicki is required to abide by federal drug testing requirements (including preemployment drug testing for cannabis). Additionally, because of Janicki’s work on aerospace products and the high volume of safety sensitive positions, Janicki takes the safety of its employees very seriously and requires that employees pass a preemployment drug test prior to starting employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.