The Manager, Application Support is responsible for leading the daily operations, enhancement, and support of the university’s Student Management System (SMS), Learning Management System (LMS), and Student Customer Relationship Management (CRM) system — all of which form part of the institution’s ERP solution suite. The role ensures these platforms operate reliably and efficiently, aligning with academic, administrative, and student engagement objectives. Operates reliably and efficiently, aligning with academic, administrative, and student engagement objectives. This includes project planning, cross-functional leadership, governance compliance, and stakeholder collaboration.

SYSTEM SUPPORT & MAINTENANCE

• Manage end-to-end support operations for SMS, LMS, and Student CRM platforms, ensuring system uptime, performance, and availability.
• Monitor system health, identify operational risks, and implement preventive maintenance strategies.
• Liaise with vendors and internal teams to troubleshoot and resolve both technical and functional issues.

PROJECT PLANNING & COORDINATION

• Develop and manage detailed project plans, outlining scope, timelines, milestones, deliverables, and resource allocation.
• Coordinate with academic departments, internal teams, and external vendors to ensure alignment of project goals.
• Lead the execution of new implementations, enhancements, and integrations across the ERP suite (SMS, LMS, CRM).
• Oversee testing phases including unit, integration, and user acceptance testing (UAT).

STAKEHOLDER ENGAGEMENT & CHANGE MANAGEMENT

• Collaborate with academic and administrative units to gather requirements and ensure technology solutions meet institutional needs.
• Lead change management activities for system upgrades or process changes, minimizing disruptions to stakeholders.
• Provide regular updates to key stakeholders and escalate issues promptly to senior management.

USER TRAINING & ENABLEMENT

• Develop and coordinate training sessions, onboarding programs, and user manuals for SMS, LMS, and CRM users.
• Conduct refresher sessions and collect feedback to evaluate effectiveness and identify areas of improvement.
• Foster user adoption and ensure consistent, effective use of systems across all departments.

GOVERNANCE & COMPLIANCE

• Ensure data integrity, privacy, and access control within SMS, LMS, and Student CRM in line with institutional and regulatory standards.
• Maintain detailed documentation on workflows, configuration settings, and user access privileges.
• Support internal and external audits involving student records and digital governance policies.

TEAM LEADERSHIP & DEVELOPMENT

• Lead and mentor application support analysts, developers, and QA specialists.
• Drive performance management, skills development, and knowledge sharing within the team.
• Promote service excellence and foster a culture of continuous improvement.

RISK & RESOURCE MANAGEMENT

• Identify and manage risks related to project delivery and ongoing support services.
• Oversee resource planning and budget monitoring to ensure timely, cost-effective execution of initiatives.

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• At least 3–5 years of experience supporting and managing Student Information Systems.
• Proven hands-on experience with platforms like Campus Solutions, UNIT4, Oracle PeopleSoft, Ellucian, or equivalent.
• Exposure to LMS platforms (e.g., Moodle, Blackboard, Canvas) and Student CRM systems is an advantage.
• Experience in the private higher education sector in Malaysia is preferred.
• Strong understanding of the student lifecycle (admissions, registration, assessment, graduation).
• Excellent project coordination and stakeholder management skills.
• Ability to lead cross-functional teams and manage multiple priorities.
• Familiarity with ITIL or equivalent service management frameworks.
• Strong communication skills; proficiency in written and spoken English (minimum average level).