Manager, SaaS Enterprise Platforms (Shared Services - Workday & Enterprise Platforms)

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time offand 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

* Platform Operations & Support

* Leads Tier 2 application support across enterprise SaaS platforms and ensures timely resolution of incidents, problems, and service requests with minimal disruption to clinical and business operations.

* Oversees incident, problem, and request management processes and supports the application of ITIL-aligned practices to maintain service reliability and operational continuity.

* Monitors service levels and operational performance metrics, including mean time to resolution, ticket volume, and resolution rates, and supports continuous improvement of platform support capabilities.

* Configuration & Platform Management

* Oversees platform configuration activities, including workflows, business rules, system settings, role-based access, and low-code or no-code enhancements.

* Ensures configurations are documented, controlled, and aligned with defined business requirements while supporting consistency and minimizing unnecessary customization.

* Supports the maintenance of platform integrity through adherence to established standards and best practices.

* Release Management & Change Coordination

* Manages SaaS release cycles, including coordination of testing, validation, and deployment activities for platform updates and enhancements.

* Establishes release calendars and communication plans to support stakeholder awareness and readiness.

* Partners with Platform Engineering teams to support code deployments and more complex system changes.

* Ensures appropriate regression testing practices are followed, particularly for clinical and operational workflows.

* Access Management & Security

* Oversees user provisioning, role assignments, and access controls across SaaS platforms.

* Ensures alignment with identity and access management frameworks, including integration with systems such as Ping, Okta, or Azure Active Directory for single sign-on and security policy enforcement.

* Supports new hire, change, and termination processes in coordination with Human Resources, internal audit, and identity and access management teams.

* Conducts periodic access reviews and supports audit activities to ensure compliance with organizational and regulatory requirements.

* Vendor Management & Platform Support

* Serves as a primary point of contact for SaaS vendors, managing support interactions, escalations, and ongoing coordination.

* Monitors vendor performance against defined service expectations and participates in regular vendor review activities, including quarterly business reviews.

* Supports efforts to optimize license usage and manage platform-related costs.

* Data Integrity & Compliance* Supports data accuracy and integrity across SaaS platforms through consistent operational practices and controls.

* Ensures alignment with applicable regulatory requirements, including HIPAA, CMS, and New York State regulations.

* Maintains audit trails and supports internal and external audit processes.

* Leadership & Team Development

* Leads, coaches, and develops a team of platform analysts and administrators, providing day-to-day direction, performance management, and support.

* Allocates work, establishes priorities, and reviews team output to ensure quality and alignment with operational goals.

* Fosters a culture of accountability, service excellence, and continuous improvement.

* Participates in special projects and performs other duties as assigned.

Education:
Bachelor's Degree Computer Science, Engineering, or a related discipline, or an equivalent combination of education and experience required

Work Experience:

• Minimum of five (5) years of experience in enterprise applications, SaaS platforms, or application support required
• Minimum of three (3) years of experience managing or leading teams required
• Demonstrated experience supporting enterprise SaaS platforms and coordinating cross-functional initiatives related to application optimization and performance improvement required
• Experience with workflow automation, systems integration, and data security practices required
• Strong problem-solving skills with experience improving operational efficiency, scalability, and cost effectiveness required
• Experience partnering with business stakeholders, product management, engineering, and IT teams to support solution delivery required
• Familiarity with automated testing frameworks, performance monitoring tools, and service quality metrics required
• Experience leading SaaS support teams in regulated and operationally complex environments required
• Strong communication and collaboration skills, with the ability to work effectively across technical and business teams required
• Experience with healthcare SaaS platforms in payer or provider environments preferred
• Experience working in regulated environments, particularly healthcare preferred
• Knowledge of ITIL processes, including incident, problem, and change management preferred
• Experience with SaaS configuration and administration across enterprise platforms preferred