Workday Applications Manager

Long Term Contract / 80-85hr / Rhode Island / Hybrid Work / MUST HAVE WORKDAY

Overview:

The IT Software as a Service (SaaS) Applications Manager is responsible for leading the delivery and support of IT services across the university, with a primary focus on the SaaS platforms and applications. This role ensures that IT SaaS applications tools and processes are aligned with institutional goals, meet defined service level expectations, and adhere to industry best practices, including ITIL frameworks. The Manager will oversee a technical team, champion the adoption of standardized practices in incident and problem management, change control, and continuous service improvement. The ideal candidate will bring extensive experience in IT SaaS management, project execution, and product ownership, along with a strong understanding of business processes, governance, and service delivery in a higher education environment.

KEY RESPONSIBILITIES:

SaaS Portfolio Management

Lead teams in the administration, configuration, and optimization of the university’s SaaS applications. Oversee the development and deployment of new modules, workflows, and integrations. Ensure platform stability, performance, and alignment with institutional needs. Identify, catalog, and manage all SaaS applications used across the organization and ensure alignment of SaaS tools with business needs and strategic goals.

ITSM Process Ownership

Lead the implementation and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge Management). Define and maintain ITSM policies, procedures, and documentation. Monitor process compliance and drive adoption across IT teams.

Service Delivery Oversight

Ensure high-quality, consistent delivery of IT services to students, faculty, and staff. Establish and track service level agreements (SLAs) and key performance indicators (KPIs). Identify service gaps and lead initiatives to improve service quality and efficiency.

Team Leadership and Collaboration

Supervise SaaS analysts, administrators, or support staff as applicable. Collaborate with IT leadership, academic departments, and administrative units to align services with institutional goals. Facilitate cross-functional coordination for service improvement initiatives.

Training and Communication

Develop and deliver training for IT staff and end users on SaaS application tools and processes. Promote awareness and understanding of ITSM practices across the university. Maintain clear and effective communication with stakeholders at all levels.

Reporting and Analytics

Generate regular reports and dashboards on service performance, trends, and improvement opportunities. Use data to inform decision-making and prioritize enhancements.

Vendor and Tool Management

Manage relationships with SaaS vendors. Evaluate and recommend tools or enhancements to support product maturity.

Governance and Compliance

Ensure ITSM practices align with institutional governance, data privacy, and security policies. Participate in audits and risk assessments as needed.