Systems and Applications Manager, Hospitality & Auxiliary Services

Application Instructions:

External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.

Please add your cover letter and any other documents required for the position to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your cover letter and supporting documents. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. You will not be able to modify your application after you submit it.

Current Employees: Apply from your existing Workday account. Do not apply from the website. Log in to Workday. Click on the Jobs Hub and select Browse Jobs. Locate the position and click Apply. Update your Education and Job History.

Job Description Summary

Job Description

Essential Functions:

• Technical Infrastructure Management: Plan, administer, and maintain network, server, and desktop environments for the Graylyn Conference Center. Implement best practices for security, scalability, and performance. Ensure seamless connectivity and system uptime. Develop actionable plans to keep the technical infrastructure current for both staff and clients.

• Application Support and Development: Manage and/or support core business applications across HAS, including property management and point-of-sale systems. Evaluate system upgrades and conduct thorough testing in collaboration with users and third-party vendors. Manage support cases with third-party vendors. Build feature adoption roadmaps and assist functional leaders with feature deployment. Support integration development between business applications and the University's ERP system, Workday.

• Desktop Computing: Responsible for desktop computing at Graylyn, including new computer allocations, ongoing maintenance, and required upgrades. Supports related peripherals (e.g. printers, scanners) as well.

• Reporting and Data Analysis: Design and deliver system reports to meet business needs. Perform data analysis to identify trends, support decision-making, and propose system improvements. Develop dashboards to improve data accessibility for leadership and operational teams.

• Training and User Support: Provide comprehensive training to staff on software usage and new features. Develop training materials and guides to support onboarding and ongoing education. Lead troubleshooting efforts to resolve technical issues and improve user satisfaction.

• PCI Compliance and Security: Lead efforts to ensure compliance with Payment Card Industry Data Security Standards (PCI DSS) for the Hospitality & Auxiliary Services division. Identify compliance gaps, develop remediation plans, and track progress. Provide guidance on self-assessment questionnaires and maintain vendor compliance documentation.

• Collaboration and Project Leadership: Act as a liaison between Hospitality & Auxiliary Services and Information Systems. Lead cross-functional initiatives to implement new technologies, streamline workflows, and align systems with operational goals.

Other Functions:

• Research and recommend new technologies to enhance service delivery within HAS.

• Maintain strong relationships with external software vendors and service providers.

Required Education, Knowledge, Skills, Abilities:

• Bachelor's degree in business, information systems, hospitality management, or a related field, with at least seven years of relevant experience or equivalent education and experience.

• Strong knowledge and experience in implementing and/or maintaining Windows-based networks, servers and related applications.

• Expertise in supporting and maintaining hospitality-related applications, such as Opera, Toast, or similar systems.

• Proficiency in reporting tools, data visualization, and analysis software.

• Excellent communication and organizational skills, with the ability to lead training sessions and manage multiple projects.

• Ability to manage the relationship and coordinate the work of external software vendors.

• Experience with PCI DSS compliance and familiarity with data security practices.

• Must be comfortable in an environment that places high emphasis on continual improvement, teamwork, and excellent customer service.

• Ability to maintain the security and confidentiality of any proprietary or sensitive data in any medium regarding the university, its students, faculty, or staff, or Graylyn's clients.

Preferred Education, Knowledge, Skills, and Abilities:

• Experience in higher education or large-scale hospitality operations.

• Knowledge of cloud-based system architecture and integration techniques.

Additional Job Description

Physical Requirements:

Must be able to ascend/descend ladder and stairs, move around tight spaces across the various worksites. Must be able to operate light power tools on an occasional basis as well as operate a motor vehicle (golf cart). Must be able to lift and carry 50lbs as needed (not continuously).

Disclaimer:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee's supervisor.

To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply. Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Time Type Requirement

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

WakeForestseeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate.In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on thebasis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran statusandencourages qualified candidates across all group demographics to apply.