Business Systems Manager

The Business Systems Manager is responsible for the hands-on administration, configuration, and continuous optimization of the company's core business applications, while also providing strategic oversight of the business systems landscape. This role partners closely with Finance, Operations, Field Support & Technicians, HR, Customer Service, and Marketing to translate business needs into scalable, sustainable system solutions.


This role leads system enhancements, integrations, feature enablement, and proactively drives the business technology roadmap to ensure platforms evolve in alignment with operational priorities and growth objectives.


Key Responsibilities

• Administer and configure core business systems, including ERP, Field Service Management & CRM, HRIS, CX, Fleet Management, Project Management, and other operational platforms
• Manage user roles, permissions, profiles, and security settings across platform
• Build and maintain automations, workflows, scripts, and rule-based configurations to support business processes and efficiencies
• Maintain system documentation, process flows, configuration logs, and change records

• Continuously assess the business systems portfolio to identify opportunities for modernization, consolidation, or retirement
• Identify and implement AI-enabled and automation capabilities (e.g., workflow automation, predictive insights, intelligent routing) that reduce manual work and improve decision-making
• Partner with business leaders to evaluate how emerging technologies can support operational efficiency, field productivity, customer experience, and reporting
• Pilot and validate new capabilities before broader rollout, ensuring clear business value and adoption readiness
• Ensure new technology adoption aligns with security, scalability, and data governance standards
• Project manage system enhancements from conception to successful business adoption

• Develop and deliver ad hoc reports and analyses to support immediate business needs across Operations, Finance, Field Support & Technicians, etc., balancing speed and accuracy while maintaining data integrity and governance standards
• Partner with stakeholders to clarify reporting needs, define key metrics, and ensure outputs are actionable and aligned with business goals
• Rapidly prototype reports using existing system data and tools
• Evaluate the ongoing value of ad hoc reports and identify candidates for standardization
• Partner with external data/ analytics partners to transition high-value reporting into the long-term data roadmap and centralized reporting infrastructure
• Ensure consistency in metric definitions, data sources, and reporting logic across ad hoc outputs

• Maintain and drive a rolling 12 month Business-Technology Roadmap aligned with company priorities and budget guidelines
• Lead the software discovery and evaluation efforts for business requests requiring new tools or platforms
• Own new feature evaluation, project management, rollout planning, testing, release management, and success measurement across business systems
• Translate business needs into technical requirements, configuration updates, implementation plans, and rollback strategies
• Conduct user acceptance testing (UAT), quality assurance (QA), develop training materials, host workshops, and support change adoption
• Implement and manage an end to end intake process for feature requests, enhancements, bug fixes, business problems

• Proactively recommend, implement, and manage end-to-end system integrations and data flows (native, API-based, middleware) to optimize workflows and reduce manual effort
• Oversee system data integrity, data hygiene practices, and system audit processes across platforms
• Troubleshoot system and integration issues, partnering with stakeholders, IT, and vendors as needed

• Partner with business owners and functional leaders to evaluate and prioritize features, enhancements, and system improvements
• Ensure all projects, requests, and fixes are clearly tied to strategic business objectives and measurable outcomes
• Communicate system changes, enhancements, timelines, and roadmap updates across departments
• Proactively surface innovative technical solutions in support of business goals

• Serve as the primary technical contact for business system platform vendors
• Evaluate new technologies and tools to solve business problems or support strategic objectives
• Support system owners with technical contract reviews, renewals, and spend/ budget management
• Proactively identify platform improvement opportunities and actively drive vendors to incorporate business-critical enhancements into their product roadmaps, ensuring delivery and measurable business impact
• For new software and feature enhancements, serve as the internal Technical project manager coordinating and managing timelines with the vendor

• Ensure system configurations follow best practices for scalability, performance, security, and maintainability
• Create, document, and enforce data governance policies and standard operating procedures? (SOPs)
• Identify and implement continuous process improvement across systems and workflows

• 5+ years of experience in business systems administration, business systems analysis, or application management
• Deep Service Titan proficiency, with a minimum of 3 years of hands on experience as an administrator or power user.
• Hands-on experience administering and configuring multiple business platforms (e.g., CRM, ERP, HRIS, operational or field service systems).
• Strong ability to translate business requirements into technical solutions, configurations, and workflows
• Extensive experience managing system integrations, data flows, and automation tools
• Demonstrated ability leading feature rollouts, UAT, and change management
• Strong understanding of data quality, reporting, system governance, and data-driven decision making
• Excellent communication skills with the ability to partner effectively with both technical and non-technical stakeholders
• Experience in a service-oriented, field-based, or multi-location business
• Passion for AI-enabled tools, automation platforms, and workflow optimization
• Proven ability to work closely with IT and Analytics team
• Project management or product operations experience