Associate Director, ERP Program and Support Services en Nea

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POSITION EMPHASIS:  Founded in 1857, the National Education Association (NEA) is America’s oldest and largest organization committed to advancing the cause of public education. Headquartered in Washington, DC, NEA proudly claims nearly 3 million members devoted to the following mission: to advocate for education professionals and to unite our members and the nation to fulfill the promise of public education by preparing every student to succeed in a diverse and interdependent world.  Our vision is a great public school for every student.  The NEA is also the single largest labor union in the United States, advocating for the excellent and equitable public education system that all students, educators, and communities deserve. 

POSITION SUMMARY: The Associate Director, ERP Program and Support Services serves as both program lead and support operations manager for NEA’s enterprise resource planning (ERP) platform (Unit4 ERPx, “BizPro”). This role manages ERP customer service and Tier 2-4 support, directs ERP-related projects and governance, leads structured change management and continuous improvement, oversees end-user training resources, and ensures the transition of legacy system (e.g., PeopleSoft) clients into BizPro. Acting as the liaison between NEA business units, affiliates, and third-party providers, the Associate Director ensures BizPro solutions align with organizational goals, drive efficiency, and maintain a high standard of customer experience.

Key Responsibilities:

Support & Customer Service

• 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.

Program Management

• 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.

Change Management & Continuous Improvement

• 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.

Training & Knowledge Transfer

• 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.

Legacy System Transition

• 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.

Supervise and Manage  

• 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.

MINIMUM EDUCATION: 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. MINIMUM QUALIFICATIONS: 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. OTHER REQUIREMENTS: 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.

SELECTION CRITERIA: Tier 1 (Essential): 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. Tier 2 (Significant): 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. Tier 3 (Desirable): 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.

In compliance with the Americans with Disabilities Act (ADA), the following is provided:  The position involves skill in using a computer and/or laptop; oral and written communication skills; skills in proofreading and editing; use of clear and articulate speech; interpersonal relations skills; reasoning and problem-solving skills; ability to work in a fast-paced environment; ability to sit for long periods, stoop, bend, reach and carry light materials (up to 10 lbs.); and ability to travel by various methods of transportation, e.g., airplane, car.

NEA is an equal opportunity/affirmative action employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, age, sexual orientation, marital status, religion, or disability. Know Your Rights: Workplace Discrimination is Illegal. To apply for this position or to search for other openings, please go to our jobs page at Careers at NEA (myworkdayjobs.com)  

NEA Participates in E-Verify. Read more here E-Verify Participation & Right to Work.

NEA complies with the DC Wage Transparency Act of 2023.