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Enterprise Application Support Lead - Remote

Atlanta, GA, US, 30328

Oldcastle Infrastructure
IPG - Atlanta HQ



Job ID:  478085



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.


Position Overview


Oldcastle Infrastructure (OI) is looking for a hands-on team leader that is passionate about delivering superior customer service and support to end users of business systems in our application portfolio.  In this role, your duties will include collaborating with colleagues, performing process and technical troubleshooting, coaching and mentoring a team of direct reports, and reporting service level metrics for our Business Solutions team. The lead will assist the team of support analysts in prioritizing work and provide guidance as needed to successfully address user reported issues.  To ensure success as an application support leader, you should possess prior experience in providing application support in a fast-paced manufacturing environment, hands on experience with many business applications, the ability to learn quickly while adapting to organizational changes, have a strong focus on documenting support processes and knowledge articles, and a proven track record of leading others.


Key Responsibilities (Essential Duties and Functions)


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


  • Lead the enterprise application support function under the supervision of the Manager, Enterprise Applications.

  • Perform analysis and troubleshooting of software application functionality and suggest any necessary improvements.

  • Consult with the IT service desk, business solutions team, internal users, and external vendors to resolve user reported issue.

  • Ensure team of support analysts address, resolve, or escalate issues and requests in a timely manner through management of support queues in help desk ticketing system (ServiceNow).

  • Provide insight and hands on guidance from a coaching and mentoring perspective to direct reports.

  • Assist other analysts in finding root causes of application errors as needed and escalate to other technical teams when appropriate.

  • Provide front-end support to internal and external users of enterprise applications.

  • Facilitate knowledge sharing between support analysts to ensure cross functional application support.

  • Hold team members accountable and report on activity through metrics reflected in ServiceNow.

  • Create a knowledge base of support processes by documenting Knowledge base articles or other applicable types of documentation and holding team members accountable to do the same.




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




  • A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, business systems, or similar.

  • Demonstratable hands-on experience as an application support analyst in a related field.

  • At least 5+ years of increasingly responsible experience in information technology technical support; including people management.

  • Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams.

  • Previous experience working with mergers, acquisitions, and divestitures preferred.

  • Project management experience is preferred.


Knowledge/Skill Requirements


  • Exceptional ability to provide support to internal and external end users.

  • Advanced proficiency in determining the causes of application errors.

  • Exceptional communication and documentation skills.

  • Ability to lead and mentor team members.

  • Collaborate well with other teams and colleagues toward efficient and effective solutions.

  • Hands on experience with enterprise applications – Salesforce, SAP, Microsoft Dynamics AX, NetSuite, Oracle JD Edwards & ServiceNow preferred.


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 location for this position is Atlanta, GA.; work from home available.

  • 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 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




Date:  Mar 25, 2023

Nearest Major Market: Atlanta

Job Segment: Technical Support, ERP, Test Engineer, Testing, Help Desk, Technology, Engineering