Manager, Banner Central Support

Department: Information Technology

Classification: Info Technology Spec 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: On Site Required

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 06

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

Information Technology Services (ITS) is Mason's central IT organization. We provide IT resources, systems, services, and tools to the university community.

The mission of the Enterprise Applications (EA) department is to plan, implement, and maintain integrated central and distributed information systems and associated databases that support the business needs of the University. These systems include the Banner administrative applications - System of Record (supporting student, finance, admissions, human resources, payroll, financial aid, and procurement).

About the Position:

The Manager, Banner Central Support reports to the Director of Enterprise Resource Planning and is responsible for leading the daily operations of the Banner Central Support team. The position supervises Banner developers and technical staff who support, enhance, and maintain George Mason's Banner ERP system and related custom applications. This role ensures development and production support work is prioritized, assigned, completed, documented, and delivered in alignment with university needs, ITS standards, security requirements, and operational priorities. The position provides team leadership, technical direction, stakeholder coordination, and continuous improvement for Banner customizations, reports, integrations, automation, upgrades, troubleshooting, and other enterprise application support services that enable reliable university business operations.

Responsibilities:

Team Leadership, Supervision, and Staff Development:

• Provide daily operational supervision for the Banner Central Support team, including assigning work, setting priorities, monitoring progress, and ensuring timely completion of development, maintenance, enhancement, and support activities;
• Supervise, coach, and evaluate Banner developers and technical staff; establish performance goals, provide regular feedback, complete performance reviews, and address performance or workload concerns in consultation with the Director of Enterprise Resource Planning;
• Support employee growth by identifying training needs, encouraging professional development, mentoring staff on technical and customer-service practices, and creating opportunities for staff to build expertise in Banner, reporting, automation, integrations, and related technologies;
• Conduct regular team meetings, communicate university and ITS priorities, promote collaboration, and ensure staff understand departmental standards, procedures, project expectations, and service commitments; and
• Participate in Enterprise Applications Management meetings and provide status updates, resource recommendations, risk identification, and workload reporting to support department planning and decision-making.

Banner Application Development, Enhancement, and Technical Delivery:

• Oversee the design, development, testing, implementation, and maintenance of Banner ERP customizations, extensions, reports, interfaces, scripts, jobs, and related technical solutions that support university business operations;
• Ensure assigned development work follows established coding, testing, documentation, change management, version control, accessibility, security, and quality assurance standards;
• Provide technical guidance to developers on complex Banner application issues, data structures, integrations, reporting needs, workflow automation, troubleshooting, and sustainable solution design;
• Coordinate development efforts with functional offices, database administrators, infrastructure teams, security staff, vendors, and other ITS teams to deliver reliable solutions that align with enterprise standards and university priorities; and
• Review and approve technical approaches, estimates, implementation plans, and production readiness for assigned Banner development work.

Production Support, System Maintenance, and Operational Reliability:

• Oversee the team's response to Banner production issues, service requests, incidents, break/fix work, scheduled maintenance, and operational support needs, ensuring issues are triaged, prioritized, assigned, and resolved appropriately;
• Monitor recurring issues, system trends, and service demands; recommend process improvements, automation opportunities, technical remediation, and resource adjustments to improve service quality and reliability;
• Coordinate support for Banner upgrades, patches, regulatory updates, testing cycles, release activities, and post-implementation validation in partnership with functional stakeholders and technical teams;
• Maintain awareness of operational risk, service impacts, dependencies, and competing priorities; escalate issues to leadership when they may affect critical university processes or timelines; and
• Ensure appropriate documentation exists for production processes, support procedures, known issues, job schedules, technical dependencies, and continuity of operations.

Project, Work Intake, and Stakeholder Coordination:

• Manage intake, prioritization, assignment, scheduling, and tracking of Banner development and support work through approved work management tools and departmental processes;
• Work with functional areas to clarify requirements, define scope, evaluate technical feasibility, identify dependencies, and set realistic expectations for deliverables, timelines, risks, and resource needs;
• Coordinate project and operational priorities across Enterprise Applications, EPMO, business offices, and other ITS teams to balance planned work with urgent operational demands;
• Provide regular communication to stakeholders and leadership regarding work status, milestone progress, blockers, risks, service impacts, and decisions needed; and
• Promote consistent business analysis, documentation, testing coordination, and customer-service practices to ensure solutions meet operational needs and are maintainable by the support team.

Compliance, Security, Standards, Budget, and Continuous Improvement:

• Ensure Banner development and support activities comply with applicable university policies, security requirements, audit expectations, data stewardship standards, access controls, and change management practices;
• Coordinate with information security, internal audit, data owners, and technical teams to address security findings, audit requests, risk remediation, and compliance-related documentation;
• Monitor and reconcile assigned departmental expenditures, support budget planning for tools, training, consulting, and operational needs, and follow university procedures for purchasing and fiscal accountability;
• Develop and maintain team standards, procedures, documentation templates, and repeatable practices that improve transparency, maintainability, service delivery, and continuity of operations; and
• Identify opportunities to modernize processes, reduce manual effort, improve reporting and automation, and strengthen the long-term sustainability of Banner technical support services.

Required Qualifications:

• Bachelor's degree in related field, or the equivalent combination of education and experience;
• Significant progressive experience supporting, developing, maintaining, or managing higher education enterprise applications, including experience with application development, production support, testing, troubleshooting, documentation, and customer/stakeholder engagement;
• Demonstrated experience leading technical work, coordinating priorities, assigning tasks, mentoring staff, or supervising employees in an information technology environment;
• Experience working with relational databases, reporting, integrations, system enhancements, and change management processes;
• Knowledge of enterprise application support practices, software development lifecycle principles, change management, production support, system testing, and documentation standards;
• Knowledge of ERP systems and relational database concepts;
• Skill in supervising, coaching, assigning work, setting priorities, evaluating performance, and supporting staff development;
• Skill in communicating technical information to functional stakeholders, technical teams, and leadership;
• Ability to manage competing priorities, coordinate work intake, assess risk, resolve operational issues, and deliver reliable application support services;
• Ability to promote collaboration, customer service, security awareness, compliance, and continuous improvement within a technical team; and
• Other attributes include sound judgment, accountability, professionalism, discretion with confidential data, and commitment to inclusive and collaborative leadership.

Preferred Qualifications:

• Master's degree in related field;
• ITIL, project management, Agile/Scrum, cybersecurity, database, cloud, or Ellucian/Banner-related training or certification;
• Extensive experience supporting Ellucian Banner ERP or comparable higher education ERP systems, including experience with Banner Student, Finance, Human Resources, Payroll, Financial Aid, Admissions, or Procurement modules;
• Experience supervising or managing application developers or technical support staff; experience with Oracle, SQL, PL/SQL, APIs or integrations, reporting tools, workflow/process automation, job scheduling, release management, audit/compliance support, and IT service management tools;
• Experience leading or participating in Agile, Scrum, Kanban, or hybrid delivery environments, including backlog management, sprint planning, release coordination, user story refinement, stakeholder demos, retrospectives, and use of work tracking tools;
• Experience in a higher education environment and experience partnering with functional offices, security teams, database administrators, infrastructure teams, vendors, and project management offices;
• Knowledge of Ellucian Banner ERP modules, Banner technical architecture, Oracle databases, SQL, PL/SQL, reporting tools, application integrations, job scheduling, and higher education administrative business processes;
• Knowledge of IT service management, Agile, Scrum, Kanban, or hybrid project delivery practices, project coordination, audit controls, data governance, and information security practices in a university environment;
• Skill in leading technical teams that support mission-critical enterprise systems;
• Skill in translating functional needs into maintainable technical solutions;
• Skill in managing work intake, backlog prioritization, sprint or release planning, and iterative delivery for application development and support teams;
• Ability to evaluate technical approaches, guide developers through complex issues, improve support processes, and communicate service impacts, risks, and priorities to stakeholders and leadership; and
• Other attributes include strategic thinking, adaptability, service orientation, attention to detail, and the ability to build trust with technical and functional partners.

Instructions to Applicants:

For full consideration, applicants must apply for the Manager, Banner Central Support at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume for review.

Posting Open Date: October 9, 2026

Posting Close Date: October 23, 2026

Open Until Filled: No