About this role
The Church is moving its ERP, EPM, and HCM systems to Oracle Fusion Cloud, area by area, over several years. Until the last area moves, PeopleSoft 9.2 stays live alongside it. Two systems run at once, and the line between them shifts with every migration.
Someone must work out how the business gets supported through that. Who to call. Who picks it up. Who owns the answer. And how that changes each time an area crosses over.
That is this job. You design the support model, prove it works, and hand it to the team who will run it.
Support today runs on a mix of written process and tradition, and none of it transfers automatically to Oracle. You are here to replace habit with something deliberate, without breaking what already works.
This is not a finance role and not a systems administration role. It is an operations role for someone who understands how a business runs and is comfortable around technology.
Required:
- Bachelor's Degree in a related field.
- Minimum 8 or more years running, improving, or redesigning operations in a business setting, owning the outcome rather than only documenting the process or Master's degree and 6 years of experience.
- Process improvement that held up after you left.
- Experience leading design work across teams you do not manage, through credibility rather than authority.
- Ability to document undocumented work by getting alongside the people who do it.
- Enough fluency with enterprise systems, ERP preferred, to work confidently with technical teams. You will not be configuring anything.
- Experience designing or running tiered support models, including intake, triage, escalation, and ownership, and working familiarity with ServiceNow or a similar platform.
- Experience working across areas, time zones, and cultures, and clear writing that others can pick up and use without asking you questions.
Nice to have :
- Lean Six Sigma. The mindset matters more to us than the belt.
- Agile or iterative delivery experience.
- Oracle Fusion Cloud, PeopleSoft 9.2, or both.
- ITIL v4 Foundation or equivalent service management grounding.
- Knowledge-Centered Service (KCS) or similar.
- A large nonprofit, mission-driven, or public-sector background.