Application Support Analyst - Atlanta, GA

Job ID:  493487

Exempt

Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

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Position Overview

Oldcastle Infrastructure Inc. (OII) is looking for a knowledgeable application support analyst to provide in-application support for our business system users. In this role, your duties will include collaborating with colleagues, providing a high level of customer service to system end users, thoroughly understanding and documenting the challenges facing system users, and performing in depth troubleshooting. You will also work closely with other IT support and analyst personnel to ensure system stability and availability. To ensure success as an application support analyst, you should possess experience in providing application support, functional/technical trouble shooting skills, strong knowledge of multiple business applications and processes, and the ability to learn new technologies quickly.

Key Responsibilities (Essential Duties and Functions)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Provide software application support under the supervision of the Application Support Lead.
• Consult with the service desk, business solutions team, other IT teams, and internal system users to improve application usage and performance.
• Investigate and resolve application issues in a timely manner.
• Keep a record of any application configuration changes, follow all change management policies, and coordinate system updates with users.
• Document support processes and train other team members to ensure cross functional support.
• Provide front line support to clients and colleagues in other departments.
• Work across business and IT teams to solve application issues.
• Perform analysis on software application functionality and suggest improvements as needed.

Qualifications

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities.

Education/Experience

• A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Demonstrable experience as an application support analyst in a related field.
• At least 5+ years of increasingly responsible experience in information technology technical application support.
• Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams.
• Project management experience is preferred.

Knowledge/Skill Requirements

• Exceptional ability to provide front-end support to internal business application users.
• Knowledge of core business processes such as order to cash, procure to pay, record to report, and plan to produce.
• Hands-on experience in major Enterprise Resource Planning (ERP) Systems: Microsoft Dynamics AX, Oracle NetSuite, SAP S/4 HANA.
• Hands-on use of IT Service Management Platforms such as ServiceNow.
• Working knowledge of IT support processes such as Incident Management, Change Management, Problem Management, and Request Management.
• Advanced proficiency in determining the causes of application errors, duplicating the errors and working with technical development to resolve application issues.
• Exceptional communication and customer service skills.
• Knowledge of SQL and relational databases a plus.
• Ability to read through log files a plus.
• Proficient with Microsoft Office products such as Excel, Word, and Outlook.
• Works well with other IT teams to investigate and troubleshoot issues.

Work and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting for extended periods of time.
• Ability to safely lift up to 50 pounds.
• Preferred office location for this position is Atlanta, GA.  Work location will be primarily remote/work from home; however presence in the Atlanta, GA office may be required from time to time.
• Ability to travel (overnight) as required based on business needs up to 10%.
• Ability to drive up to 4 hours for onsite services and meetings.
• Must pass background check, alcohol and drug testing.
• The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables.

Work Environment

• Normal office working conditions in addition to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g. hard hat, steel-toed boots, and safety glasses.

The statements included in this job description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link.