Business Systems Manager

The CRVA works to deliver experiences that uniquely enrich the lives of our visitors and residents. Through leadership in destination development, marketing and venue management expertise, the CRVA leads efforts to maximize the region’s economic potential through visitor spending, creating jobs and opportunities for the community. Brands supported by the CRVA include the Charlotte Convention Center, Spectrum Center, Bojangles Entertainment Complex, NASCAR Hall of Fame, Charlotte Film Commission, Visit Charlotte and Visitor Info Centers.

The Business Systems Manager is a highly analytical team member responsible for managing CRVA business and reporting applications. This individual will work collaboratively throughout the organization to learn and understand business needs, exhibiting a keen understanding of how to support those needs through technology solutions. The Business Systems Manager will possess a strong sense of customer focus as well as the ability to communicate well throughout all organization levels.

• Responsible for the daily management of the CRM (Simple View) and Venue Management (Momentus/ Ungerboeck) systems as a System Administrator by responding and delivering solutions to user support requests.
• Responds to user support requests, performs first‑pass troubleshooting, gathers relevant details, documents resolution steps, and closes the loop with users and stakeholders.
• Seeks opportunities to improve use of software applications and enhance reporting and dashboard capabilities.
• Acts as a focal point for communicating related system problems and collaborates with cross departmental teams and vendors on changes, fixes, and updates.
• Prepares reports and presents findings and recommendations to leaders.
• Prepares training materials, guides, and documentation.
• Ensures system compliance and data security and privacy requirements.
• Provides project management in areas of internal process improvement projects, ensuring timeliness of project milestones/completion.
• Coordinates with internal teams, IT, Finance, Sales, Research, Operations, Event Management, and external vendors on assigned system changes, fixes, updates, and support issues.
• Tracks commitments, due dates and next steps across support requests and projects.
• May perform other duties as required.
• Consistently deliver the best in customer service. Demonstrate a passion for inspiring and be a driving force behind an amazing team to foster strong cross‑functional relationships internally and externally by applying the Service Philosophy, to deliver memorable customer experiences.
• Champion CRVA’s mission, vision and core values and comply with organization’s policies and procedures.

• This job will have periodic access to confidential data including financial statements, company records and/or minutes, customer quotes, product costs, and company plans, designs, and/or programs.

• This job has no supervisory responsibilities.

• Excellent interpersonal and technical support skills.
• Strong troubleshooting, analytical and problem‑solving skills.
• Detail oriented and ability to deliver a high level of accuracy.
• Demonstrated ability to identify process gaps, recommend improvements, and carry approved improvements through completion. Ability to work in collaborative and independent work situations and environments.
• Thorough understanding of all areas of information systems with a highly technical understanding of at least one commercial CRM or Venue Management product.
• Strong understanding of business intelligence and reporting software including Crystal Reports or related software.
• Strong ownership mindset with the ability to manage assigned work independently from intake through completion.
• System Administrator knowledge of CRM, venue management, or other enterprise business applications.
• Strong understanding of business intelligence and reporting software, including Crystal Reports, Power BI, SQL, Excel, or related tools preferred.
• Ability to receive feedback and adjust approach.
• Ability to learn new systems quickly and apply business logic to user…