Enterprise Applications Manager

Janicki Industries, Inc.; Washington (District of Columbia); On-site; USD 128,000 - 178,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) with employer matching

Paid time off and holidays

Education reimbursement

Premium pay for off‑shifts

Security clearance premium

Job summary

Janicki Industries is seeking an Enterprise Applications Manager to lead BIS/SAP support and help desk operations from Sedro Woolley, WA. You will oversee access management, troubleshooting, and cross‑functional collaboration with IT and business teams.

The role requires experience with SAP or ERP systems, user access governance, and strong leadership skills. On‑site work in Washington state is expected, with growth into broader team leadership.

Qualifications

• BS/BA in Information Systems, Business, or related field preferred.
• 3–5 years IT support, BIS, or help desk experience.
• Experience with SAP or ERP systems (S/4HANA or ECC).
• Experience with user access management and security roles.
• Familiar with tickets, KB platforms, and remote support tools.
• Proven ability to lead, mentor, or coordinate others.
• Strong customer service and multi‑priority management.

Responsibilities

• Serve as main BIS/SAP support contact and escalation point.
• Triage, prioritize, and assign tickets per SLAs.
• Review user access requests and coordinate with security admins.
• Provide advanced troubleshooting for SAP/BIS transactions.
• Identify gaps and recommend process improvements.
• Create and maintain help desk documentation and standards.
• Coordinate cross‑functional issues with IT teams.
• Support onboarding, offboarding, and role changes in SAP/BIS.
• Track ticket metrics and report trends.
• Mentor and train help desk staff as needed.
• Participate in testing system changes and patches.

Skills

SAP

ERP systems

IT support

People management

Security awareness

Education

Bachelor’s degree in Information Systems or related field

High School Diploma

Tools

SAP S/4HANA

ECC

Ticketing systems

Knowledge base platforms

Remote support tools

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.

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 System 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.

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

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.

Equal Opportunity Employer

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’ affirmative action plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (email omitted).

As a federal government contractor and a recipient of federal funding, Janicki is required to abide by federal drug testing requirements (including pre‑employment 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 pre‑employment drug test prior to starting employment.