cumberland farms
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Business Systems Administrator

Req #: df66ade3-dff4-4b83-94f0-a7c30120c59d
Job Category: Corporate
Position Summary:

The Business Systems Administrator (BSA) is responsible for the overall effectiveness and performance of assigned application systems. This includes monitoring system performance and suitability to business needs, working with system providers to for ongoing support, upgrades and functionality enhancements. The BSA must also administer all IT Policies and Procedures to ensure Cumberland Farm’s (CFI) IT general control framework is consistently maintained. Successful application management requires a close and effective partnership with business users, management, system providers, auditors and CFI IT teams.

BSAs work as the strategic interface with assigned areas of Cumberland Farms for the purpose of business-IT strategy development, solution discovery, service management, risk management and relationship management. They provide highly-valued strategic support and guidance throughout key IT initiatives. They facilitate, and serve as a lead, for the planning and execution of initiatives to enable the Company to achieve objectives through the effective use of technology. They also communicate decisions, priorities and relevant project information to appropriate levels of staff regarding service requests, projects and initiatives. BSAs proactively serve as a “trusted advisor,” and function as a key point of contact for IT business stakeholders. They represent IT to the Company and others by promoting the IT vision, values, services, and capabilities. They also act as advocates on behalf of business stakeholders to ensure IT services meet their business priorities and needs. Individuals in this role must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills. They work closely with others on intangible issues across organizational and business-entity boundaries. Their knowledge of technology risks and opportunities are shared to improve the efficiency and effectiveness of the Company.


Manage support and ongoing improvement of assigned application systems, working closely with business owners and managers to prioritize IT efforts, and to leverage technology to support business and financial objectives.

Ensure that communication with business users is effective via regular meetings to review outstanding problems, initiatives to improve systems, increase utilization of system features and generally improve the effectiveness of systems in CFI’s day to day operations.

For significant system enhancements and upgrades, lead business and technical teams through the development lifecycle. Lead application functionality testing, patch testing, and provide recommendations for functional enhancements. Coordinate testing effort by creating or overseeing the development of comprehensive test scenarios, execution and documenting of user acceptance tests in accordance with CF IT standards and policies. Coordinate deployment of patches, enhancements, and major rollouts with the business and technical teams.

Lead internal support staff in maintaining operational effectiveness of new ERP solutions and in the maintenance and upgrade of current systems. This will include, but not be limited to, leadership on and ownership of the business requirements and rules, business process and workflows, functional and technical design documents, data integration points, front-end configurations, test cases, testing documentation, training and user training materials.

Develops, publishes, and maintains system road maps to include a version upgrade policy that is both business-sensitive and technically robust.

Define and communicate project milestones, risks, and resource allocation to executive team, department heads, support staff, and end users.

Develops support documentation and trains Tier 1 resources on system support.

Software Support (Tier2&3) Identifies and takes action necessary to resolve performing root cause analysis as necessary prevent recurring issues and report results to the appropriate IT and business teams.

Maintain CFI IT general controls framework, including but not limited to managing user access rights, password, and change control policies. Create, maintain and enforce written policies and procedures regarding use and support of applications by the CF IT Department and throughout the organization.

Ensure that agreed audit recommendations are implemented at agreed times, and that recommended procedures are consistently followed.

For assigned applications, be responsible for cost control in departmental expense in the use of consulting and professional services resources. Review and manage payment of key vendor services and solutions.

Maintain positive relationships with critical business leaders in across all CFI Divisions
Work directly with personnel (accounting, technical consultant) as required in a techno functional role

Support the Director of Application Support in the preparation of budgets, and administer funds in accordance with company policy, monitor budgets and control expenditures.

Preparation of status reports and other ad-hoc reports and information at the request of the Director of Application Support and Development, CTO, or the CIO.

Working Relationships:

This position will have contact will all levels throughout the Cumberland Farms Inc. organization as well as outside system providers and auditors. Includes but is not limited to: CFI’s Director of Application Support and Development, CTO, CIO, other BSA(s) Business Owners and Leads, Outside Vendors, Internal and External Auditors.

Minimum Education: See Job Level Matrix. Degree in Business or related field, Information Systems, Computer Science, or equivalent business experience required
Preferred Education: See Job Level Matrix. Technical Background in Programming or Data Modeling Helpful. Functional and technical expertise with Oracle EBS, MS NAV, SQL Server, PDI, Reflexis, Work Force Management, High Jump WMS, Just Foods Culinary, SharePoint, SaaS, PaaS a plus.
Minimum Experience: See Job Level Matrix.

Experience in a Manufacturing / Warehouse / Distribution / Retail IT environment.

Proven experience with Enterprise systems implementations and production support with comprehensive, hands-on experience with system implementations and/or major upgrades.

Previous experience with large scale IT application systems in a significant corporate environment, including proven experience supporting mission critical applications.
Must be a highly organized and disciplined individual who fully understands the rigors of a 24 x 7 mission critical production environment.

Excellent verbal and written skills and the ability to communicate effectively with all levels within the organization Must demonstrate meticulous attention to detail, in communicating information to senior leaders, company executives, customers, managers, and technical staff.

Analytical skills, to critically evaluate the information gathered from multiple sources, assess risk, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish presented user requests from the underlying true needs, and distinguish solution ideas from requirements.

Reasoning and decision-making skills, to determine and recommend solution alternatives that satisfy requirements while also meeting aggressive schedules and budgets.

Organizational and Time Management skills, to work in a fast-paced environment, on multiple projects and tasks concurrently, while also working with the vast array of information gathered during elicitation and analysis and to cope with rapidly changing information.

Experience in the software development methodology lifecycle - including business planning, data analysis, process analysis and design, compilation and analysis, of business and functional requirements, use case analysis, system design, managing the development, conference room pilots and prototyping, testing, and implementation process.
Exhibited troubleshooting and problem solving skills.
Experience working in and/or leading dynamic cross-competency teams using a structured project methodology.
Full understanding of Change Management, Project Management, Application Support, and logical security principles.

Superior hands-on experience with Microsoft Office tools (Word, Excel, Project, PowerPoint, and Visio).
Preferred Experience: See Job Level Matrix.
Self-driven with demonstrated ability to effectively manage multiple streams of work.
Extensive experience writing business requirements, writing and executing test plans.

A solid Accounting background is a plus.

Prior experience in a, Supply Chain Management, WMS, HRIS, Payroll, Work Order Management, Retail POS and Accounting, and support of Corporate Web Sites is a plus

Qualification in project management or equivalent PMP (Project Management Professional) Certification or equivalent preferred.

Licenses/Certifications: See Job Level Matrix

Soft Skills: See Job Level Matrix. Negotiation skills, conflict management, adaptability, high stress tolerance level

Other: Physical Lift 20lbs
Travel 10%
Hours & Conditions 40 – 50 hr work week in typical office environment

Additional Info:
Job Level Matrix

Work Experience / Cognates

Level 1
• Provided tier 1+ End User support for one or more of the following retail, manufacturing, and / or warehouse systems: PDI Retail Accounting, High Jump Warehouse Management, Microsoft Dynamics 365, Microsoft Office 365, Just Foods Culinary, Retalix POS, NCR POS, Radiant Kiosk, Oracle DB, or similar enterprise class application
• Associate in a retail store
• Monitors and reports system performance
• Windows, Linux, Apple Operating Systems
• Service Management tool (Service Now, Advent Net, Remedy, etc.)
• 1-3 years administering and supporting enterprise class software
Education / Training / Certifications
• Associates (2 year) degree in computer or related discipline
• Microsoft Technology Associate

Work Experience / Cognates

Level 2
• Provides Tier 2+ End User support
• Support PCI and /or SoX environment
• Directly interact with 3rd party software vendors
• Develops system road maps
• Develops test scripts and quality assurance plans for unit level testing
• Meets all Service Level Agreements (SLA) and Operational Level Agreements (OLA)
• Basic knowledge of business processes
• Advanced knowledge of end-to-end system processes
• Conducts and approves unit level testing
• Develops Tier 1 support documentation
• Develops and maintains system specific Knowledge Base
• Track record of top quartile customer service
• 3-6 years administering and supporting enterprise class software
Education / Training / Certifications
• Additional college level courses in computers or business
• System specific vendor conducted administration training and certification (when available)
• Project management training

Work Experience / Cognates

Level 3
• Develops and maintains Service Level Agreements (SLA) with customers
• Develops Operational Level Agreements (OLA) with support teams
• Collects system requirements
• Technical subject matter expert
• Manage vendor relationships and budgets
• Develops system selection criteria
• Advanced MS Office Suite – macros, VBA, ODBC
• Develops Tier 2&3 support documentation
• Advanced knowledge of business processes
• Develops training curriculum for on-boarding Tier 1 support team members
• Performed major upgrade to enterprise system as the Technical Subject Matter Expert (SME)
• Identifies opportunities to improve system performance
• Expert knowledge of end-to-end system processes
• Influences business processes
• Track record of reducing service degradation and service interruption events
• 6-10 years administering and supporting enterprise class software
Education / Training / Certifications
• Bachelor (4 year) degree in computers or related discipline
• Advanced vendor provided system administration training and certification (when available)
• Information Technology Infrastructure (ITIL) Foundations certification

Work Experience / Cognates
Level 4
• Leads successful project teams, on time and under budget
• Successfully implemented new enterprise system as the Technical Subject Matter Expert (SME)
• Co-develops End User training curriculum
• Develops system improvements to increase efficiency, improve operations, reduce risk, and / or increase profitability
• Engineers end-to-end system processes
• 10-15 years administering and supporting enterprise class software
Education / Training / Certifications
• Advanced (Masters) degree in computers or business or related disciplines
• Project Management Professional (PMP) certification
• Information Technology Infrastructure (ITIL) Practitioner certification

Work Experience / Cognates

Level 5
• Successfully implemented new enterprise system on time and under budget as the project leader (PM)
• Develops and maintains user guides
• Conducts end user and support training classes
• Expert knowledge of business processes
• 15+ years administering and supporting enterprise class software
Education / Training / Certifications
• Six Sigma certification
• Information Technology Infrastructure (ITIL) Intermediate certification

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