System Support Manager

Overview

Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.

Ranked in 2022 by Forbes as a top 100 best large employer in America,
Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
University Finance and Administration (UFA) advances Rutgers' strategic priorities through the management of all central financial, administrative, and student information systems and processes. We supply the university's financial community the professional guidance, services, tools, and information needed to make the informed decisions that contribute to Rutgers' standing as an academic, health, and research powerhouse. We are deeply committed to our guiding principles and the core values that are critical for the long‑term strategic growth of our division and the university.

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Rutgers, The State University of New Jersey, is seeking a System Support Manager UFA University Procurement. This position is responsible for overseeing the day‑to‑day production support, configuration, and operational tasks of the Jaggaer procurement system, also known as RU‑Marketplace. This position reports to the Director of Systems, Operations, and Support.

This role manages a team of staff consisting of employees and student workers and serves as the primary owner of system support operations, ensuring system performance and reliability, performing system enhancements, and managing issue resolution. The position leads and coordinates production support activities, including workflow configuration, rule management, integration monitoring, and incident response. Acting as the primary liaison between business stakeholders, IT, and the Jaggaer vendor, the System Support Manager ensures timely resolution of system issues, manages system changes, and supports continuous improvement initiatives.

Among the key duties of this position are the following:

• Manages the Procurement System (Jaggaer), including system performance, functionality, configuration, user access, patches and upgrades, and integration with the Oracle Financial System.
• Leads the development and ongoing maintenance of system configuration, business rules, workflows, queues, forms, and reports.
• Ensures all system patches for the Procurement and Financial systems are fully tested through structured planning and execution prior to deployment.
• Leads and supports initiatives to improve efficiency and effectiveness of operational procurement processes, enabling corresponding enhancements within the Procurement System.
• Identifies, proposes, develops, and implements new system solutions to drive process improvements and support policy enforcement.
• Manages help‑desk tickets related to system support, ensuring timely and effective responses.
• Conducts ongoing system assessments and health checks to evaluate business operations readiness and gaps and develops mitigation and improvement plans.
• Supports the established operational and engagement model that enables effective management of people, processes, and risks, and promotes access to knowledge that may drive continuous improvement.
• Manages the System Support team to deliver system support to our users and coaches the team to develop technical skills, problem‑solving capabilities, and customer‑focused support practices.

• Bachelor's degree or an equivalent combination of education and/or experience.
• Seven (7) years of experience supporting enterprise vendor‑hosted procurement systems.
• Five (5) years of experience managing a technical/system support team serving a large‑scale user population.
• Strong…