Carousel Industries

  • Director of Business Systems

    Posted Date 2 weeks ago(12/4/2018 12:55 PM)
    # of Openings
    Job Location
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.




    The Business Systems Director, will drive development and continuous improvement efforts within the organization related to the Line of Business Applications, tools, and systems through dedicated CRM, ITSM and ERP platform team members.  Collaborate on and deliver complex business problems and identify solutions and automation within our business sytems ecosystem.  This includes the responsibilty and oversight for system intergrations, system availability & performance and security & compliance.


    • Lead and develop cross-functional teams in the implementation,maintenance and support of the CRM platform (, the ITSM platform (ServiceNow) and ERP Systems. 
    • Execute key business initiates; Initiate, architect and manage the introduction of new features and business workflows across all lines of business.
    • Manage and prioritize projects based on resource availability and timelines.
    • Coordinate with the Sales, Operations, Service Delivery and Administrative leadership to deliver a development cycle ensuring all changes are understood and accepted prior to deployment.
    • Ensure effective Project Management of all key strategic projects – with appropriate process controls, metrics, training and stakeholder updates. Partner closely with departmental financial planning and tracking is in place for all projects.
    • Ensure effective change management processes are in place through a partnership with Vendor, Partner and Business Units. 
    • Manage competingdemands relevant to scope, schedule, cost, risk, and quality, and differing stakeholder requirements and expectations to satisfy outcomes
    • Develop and revise project plans, work with stakeholders to understand complex problems and focus on bringing issues to resolution promptly, escalating as necessary to meet timelines
    • Lead team to deliver all business case objectives. Challenge the team to be a high performing team that identifies solutions to exceed elements of the business case benefits.
    • Negotiates and contracts with consultants and vendors for services and products.
    • Responsible for the overall global infrastructure including architecture, infrastructure and support maintenance for the ServiceNow line of business application. 
    • Actively participate and drive major system outages and line of business application performance degradation.
    • Document new solutions and support processes. Apply knowledge and experience to anticipate support needs and develop new procedures in anticipation of future requirements.
    • Remain relavant with system upgrades and new releases of supported software, features and capabilities.
    • As new technology is introduced, quickly acquire sufficient knowledge and skills to provide a high level of support during business and operational conversions & analysis activities.


    • Identify, recommend, design, and implement solutions that automate routine/repetitive IT processes, providing an optimized and efficient infrastructure.
    • Adhere to IT policies, procedures, and standards for hardware/software, security, request/ticket tracking, source control, and change, problem, asset management.
    • Support customer facing conversations and inititaives based on service and operational improvement opportunities.



    • Bachelor of Science degree in Engineering, Operations or related field highly preferred.
    • A minimum of 10 years of related experience and related CRM/ERP/ITSM.
    • 5-7 years of administration and business workflow experience with ServiceNow and or
    • Strong leadership experience with the ability to lead cross-functional teams.
    • Ability to develop individuals within an organization required.
    • Internal project management experience.
    • Change management, the ability to work effectively and drive alignment in a large environment through strong communication and empowerment required.
    • Demonstrated knowledge and expertise in bridging technical and business disciplines, evaluating and determining appropriate risks required.
    • Cost management and budget management preferred.
    • Strong requirements gathering experience working with both business users and end users.
    • Strong written and verbal English communication skills.
    • Experience working within an agile SDLC environment
    • Exhibits prior and current technical expertise and the ability to learn new technology, and how it relates to business operations.
    • Ability to execute against multiple work streams in a fast-paced environment to deliver iconic experiences that resonate with users of different industry verticals.

    Physical/Mental Requirements:

    The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is requiredto:

    • Function in a high-pressure environment and to meet stringent deadlines for completing tasks.
    • Have manual dexterity to operate a computer keyboard and standard office equipment.
    • Be able to lift/move objects up to 25 pounds.
    • Remain seated for long periods of time.
    • Talk or hear.

    Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.


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