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National Education Association · 3 weeks ago

Associate Director, ERP Program and Support Services

Washington, DC

Full-time

Onsite

Lead/Staff, Director/Executive

$204K/yr - $219K/yr

10+ years exp

The National Education Association (NEA) is America’s oldest and largest organization committed to advancing the cause of public education. The Associate Director, ERP Program and Support Services manages NEA’s ERP platform, overseeing customer service, directing ERP projects, and ensuring effective change management while aligning solutions with organizational goals.

Education

Work & Life Balance

Responsibilities

Manage Tier 2-4 support cases (logging, triaging, resolution)

Lead the ERP Customer Service team and set measurable goals for service quality

Act as primary contact for ERP issues across HQ and affiliates

Coordinate with vendors/consultants for escalations

Own incident and release management processes

Lead a portfolio of ERP-related projects (upgrades, new workstreams, integrations)

Coordinate the development of and track project plans, schedules, budgets, and risks

Manage vendor agreements (SLAs, Professional Services) to ensure delivery and accountability

Facilitate requirements gathering and translate them into functional and technical specifications

Establish ERP governance frameworks, data standards, and user access controls

Serve on the change control board; prioritize and track enhancements

Lead the release management process, including internal development, Unit4 quarterly releases, and hotfixes

Evaluate new features, updates, and technologies, recommending improvements to align with business goals

Support adoption through structured change management practices and stakeholder engagement

Oversee BizPro training program in partnership with HR

Ensure self-service resources (job aids, guides, FAQs) are accurate and updated

Provide oversight of assigned training resource(s)

Communicate system changes and updates effectively to end users

Oversee continued support and phased transition of legacy applications (e.g., PeopleSoft) until sunset

Coordinate integration/migration strategies with affiliates

Ensure continuity of operations during the dual-system phase

Manages and directs assigned staff in achieving OCFO's strategic goals by communicating priorities and translating business needs into actionable ERP objectives

Support team development through coaching, feedback, performance reviews, and training in ERP, project management, and customer service

Assign tasks and projects based on team skills and capacity, balancing priorities and deadlines

Qualification

Unit4 ERPxERP program managementService-level managementChange managementMicrosoft Office SuiteCI/CD toolsProject management toolsCustomer service best practicesSupervision skillsInterpersonal skillsProblem-solving skills

Required

Bachelor's degree in Accounting, Computer Science, Management, Systems Administration, Information Systems, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired

Ten (10) to fifteen (15) years of progressive professional experience in the IT functional and technical areas supporting ERP systems

Demonstrated knowledge and experience with ERPs, specifically Unit4 modules, or a comparable cloud-based ERP solution (e.g., Workday, Oracle Cloud ERP, Microsoft Dynamics 365)

Five (5) years' experience with service-level management creation, measurement, and reporting processes; asset and configuration management creation, measurement, and reporting processes

Strong supervision and leadership skills, with the ability to delegate tasks as necessary

Seven (7) to ten (10) years of progressive professional experience in program/project management in a cross-functional business environment

Proficiency in Microsoft Office Suite, CI/CD tools (e.g., Azure DevOps), and PM tools (e.g., Smartsheet, Jira, Confluence, MS Project)

Must be able to work flexible schedules (shifts) and may be required to provide support across multiple time zones

Occasional travel required

Successful implementation of performance measurement processes using metrics and service level objectives in order to provide the feedback required for continuous service improvement

Proven experience in leading the architecture, development, testing, deployment, and maintenance of an ERP or similarly complex business process solutions

Demonstrated experience with logging/tracking, analyzing/troubleshooting technical, functional, and system issues

Experience in training and supervising service desk staff and technical resources

Proficiency with release management activities, including scheduling, communication, testing, and deployment of updates to use in a production environment

Demonstrated understanding of ERP best practices, implementing new initiatives, and maintaining security subsystems

Proven experience in determining appropriate system configuration and setup, including workflow rules, permission lists, role assignments, etc

Proven experience with practically applying 'best practice' control and monitoring techniques in overseeing the assessment/resolution of ERP User Support issues

Preferred

Proven experience developing custom reports and dashboards to provide KPI results and other data for decision-making, specifically Unit4

Familiarity with customer service best practices and Information Technology Infrastructure Library (ITIL) methodology

Demonstrated experience developing, maintaining, and promoting self-service resources, including knowledge base articles, job aids, quick reference guides, and FAQs

Demonstrated flexibility and ability to handle multiple, complex tasks simultaneously under tight timeframes and changing priorities/conditions

Demonstrated experience working independently, collaboratively, and in a team environment

Successful references

A strong understanding of the Unit4 ERPx system architecture and level of support needed to guide users through the resolution of functional and technical issues

Proven Project Management experience in cross-functional projects with strong communication skills