National Education Association
Associate Director, ERP Program and Support Services
National Education Association, Washington, District of Columbia, us, 20022
Associate Director, ERP Program and Support Services
Join to apply for the
Associate Director, ERP Program and Support Services
role at
National Education Association . Posting Period: October 16, 2025 - Until Filled Employee Group Type: NEAMAC NEA Managers, Attorneys, Confidentials, OO115 Office of the Chief Financial Officer (OCFO) Position Type: Regular Salary Range:
$203,775.00 - $218,675.00 Position Details
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 advocacy for education professionals and uniting members to fulfill the promise of public education. Our vision is a great public school for every student. 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 & Qualifications MINIMUM EDUCATION:
Bachelor’s degree in Accounting, Computer Science, Management, Systems Administration, Information Systems, or an equivalent combination of education and experience.
MINIMUM QUALIFICATIONS:
Ten (10) to fifteen (15) years of progressive professional experience in 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. 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 to drive continuous service improvement. Proven experience in leading the architecture, development, testing, deployment, and maintenance of an ERP or similarly complex business process solution. Experience in logging/tracking, analyzing/troubleshooting issues. Experience in training and supervising service desk staff and technical resources. Proficiency with release management activities and ERP best practices.
Tier 2 (Significant):
Experience developing custom reports and dashboards (Unit4), familiarity with ITIL, self-service resources, and ability to handle multiple tasks under tight timeframes. Demonstrated ability to work independently and in a team. Strong references.
Tier 3 (Desirable):
Understanding of Unit4 ERPx architecture and cross-functional project management with strong communication skills.
In compliance with the Americans with Disabilities Act (ADA), the following is provided: The position involves computer use, communication skills, and the ability to travel.
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.
Open positions similar to this one may be listed elsewhere on the site.
#J-18808-Ljbffr
Join to apply for the
Associate Director, ERP Program and Support Services
role at
National Education Association . Posting Period: October 16, 2025 - Until Filled Employee Group Type: NEAMAC NEA Managers, Attorneys, Confidentials, OO115 Office of the Chief Financial Officer (OCFO) Position Type: Regular Salary Range:
$203,775.00 - $218,675.00 Position Details
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 advocacy for education professionals and uniting members to fulfill the promise of public education. Our vision is a great public school for every student. 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 & Qualifications MINIMUM EDUCATION:
Bachelor’s degree in Accounting, Computer Science, Management, Systems Administration, Information Systems, or an equivalent combination of education and experience.
MINIMUM QUALIFICATIONS:
Ten (10) to fifteen (15) years of progressive professional experience in 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. 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 to drive continuous service improvement. Proven experience in leading the architecture, development, testing, deployment, and maintenance of an ERP or similarly complex business process solution. Experience in logging/tracking, analyzing/troubleshooting issues. Experience in training and supervising service desk staff and technical resources. Proficiency with release management activities and ERP best practices.
Tier 2 (Significant):
Experience developing custom reports and dashboards (Unit4), familiarity with ITIL, self-service resources, and ability to handle multiple tasks under tight timeframes. Demonstrated ability to work independently and in a team. Strong references.
Tier 3 (Desirable):
Understanding of Unit4 ERPx architecture and cross-functional project management with strong communication skills.
In compliance with the Americans with Disabilities Act (ADA), the following is provided: The position involves computer use, communication skills, and the ability to travel.
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.
Open positions similar to this one may be listed elsewhere on the site.
#J-18808-Ljbffr