Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

The Information Technology team at Thermo Fisher is a global function with deep connectivity across all areas of the business. We support thousands of systems and hundreds of applications worldwide, with a focus on driving integration, operational stability, process optimization, and business growth through a core suite of enterprise applications.

We understand the importance of systems that work together. Your expertise, drive, and passion can help us improve the platforms and processes that enable our business. Join our team of leaders to begin a rewarding career.

The Senior Manager, IT & EA Support leads the support, stability, performance, and continuous improvement of enterprise ERP platforms, including Oracle and JD Edwards. This role manages ERP support teams, oversees production support processes, and partners with business and IT stakeholders to ensure reliable service across critical processes such as Order-to-Cash, Procure-to-Pay, Record-to-Report, Supply Chain, Finance, and Commercial operations.

Key Responsibilities

• Lead ERP application support across Oracle, JD Edwards, and related integrated systems.
• Own production support processes, including incident, request, problem, change, release, and escalation management.
• Ensure ERP platforms remain stable, reliable, secure, and compliant.
• Manage incidents, business communications, root-cause analysis, and corrective actions.
• Monitor system performance, SLA attainment, ticket trends, backlog health, and business impact.
• Partner with business process owners to prioritize enhancements, defects, and support needs.
• Manage ERP analysts, support leads, consultants, and managed service partners.
• Define support operating models, coverage, escalation paths, and governance.
• Coordinate releases, regression testing, deployment readiness, and hypercare support.
• Manage vendor performance, support queues, deliverables, and escalations.
• Improve monitoring, documentation, self-service, user training, and knowledge management.
• Identify opportunities to reduce ticket volume through standardization, automation, and process improvement.
• Support ERP modernization, migrations, rollouts, and transformation initiatives.
• Maintain compliance with IT controls, SOX, GxP, audit, cybersecurity, data privacy, and change-management requirements.
• Ensure appropriate access controls and segregation-of-duties practices are followed.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, Finance, Supply Chain, or related field.
• Significant experience supporting enterprise ERP systems in a global or large-scale environment.
• Experience managing ERP support teams or managed service providers.
• Strong understanding of ITIL processes, including incident, problem, change, release, request, and service-level management.
• Experience with Oracle, JD Edwards, or comparable ERP platforms.
• Strong stakeholder-management and communication skills.
• Ability to manage escalations, prioritize competing demands, and make decisions under pressure.
• Experience with integrations, master data, reporting, and cross-functional business processes.

Key Skills

• ERP application support leadership
• Oracle ERP, JDE functional knowledge
• IT service management
• Incident and escalation management
• Problem management and RCA
• Change and release governance
• Business process understanding
• Vendor and managed-service management
• Stakeholder communication
• Operational metrics and SLA management
• Team development and coaching
• Continuous improvement

Success Measures

• ERP system availability and stability
• SLA attainment for incidents and service requests
• Reduction in recurring incidents
• Improved ticket aging and backlog health
• Faster resolution of priority incidents
• Successful production releases with minimal disruption
• Improved user satisfaction
• Strong audit and compliance performance
• Reduced manual support effort through automation and knowledge reuse