Business Applications IT Solutions Support Analyst L2 - Remote

Job ID:  506753

Oldcastle APG, a CRH Company, is the leading provider of outdoor living solutions in North America with an award-winning portfolio that enables customers to Live Well Outside. Inspiring endless possibilities with enduring performance, its collection of premier building products create inviting outdoor spaces where people connect, reflect and recharge. The manufacturer’s signature brands include Belgard® and Echelon® hardscape and masonry materials; Barrette Outdoor Living® and MoistureShield® fencing, decking and railing; Sakrete® and Amerimix® packaged concrete and mortar; Techniseal® sands, jointing technologies and surface protectors; PebbleTec® pool finishes; plus popular brands of landscape and gardening materials.     

Job Summary

The Business Applications IT Solutions Support Analyst is a level 2 role that provides application support primarily for ERP system across the organization remotely or at a client site.  In this role you will find fixes, workarounds, and final solutions by troubleshooting issues while providing exemplary customer service. 

Job Responsibilities

• Resolve incoming IT issues/requests remotely via email and phone, or at the office.
• Identify and diagnose issues and problems with Infor M3 Cloud.
• Advise users on appropriate course of action.
• Record and track issues from outset to conclusion.
• Second tier support for the L1 Service Desk, supporting business and offshore teams as needed.
• Escalate, when needed, unresolved issues to a higher level of support.
• Systematically interpret user problems and identify solutions and possible side effects.
• Use experience to address user problems and interrogate knowledgebase for potential solutions.
• Respond to requests for service by performing tasks to enable fulfilment. 
• Create and keep documentation current on all applications supported.
• Prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders.
• Make recommendations to optimize IT performance and to prevent future problems.
• Collaborate with internal departments to ensure that IT needs are met.
• Work independently and within a team under hybrid methodology, advancing individual and team skills.

Job Requirements

• Associate’s or bachelor’s degree in computer science or information systems, or 3 years’ experience with Infor M3.
• In-depth and current knowledge of Infor M3 is desired.
• ServiceNow ITSM or similar experience is desired. 
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

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 a 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 APG, 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.