Oldcastle Infrastructure
Enterprise Application Support Lead
Oldcastle Infrastructure, Atlanta, Georgia, United States, 30383
Overview
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 a trusted 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. 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, you will collaborate with colleagues, perform process and technical troubleshooting, coach and mentor a team of direct reports, and report service level metrics for our Business Solutions team. The lead will assist the team of support analysts in prioritizing work and provide guidance to successfully address user-reported issues. To succeed as an application support leader, you should have experience in providing application support in a fast-paced manufacturing environment, hands-on experience with multiple business applications, the ability to learn quickly and adapt to organizational changes, a strong focus on documenting support processes and knowledge articles, and a proven track record of leading others. Job Location This role is based out of our Sandy Springs, GA office with remote flexibility. Candidates must be located in Georgia. Responsibilities
Lead the enterprise application support function under the supervision of the Manager, Enterprise Applications. Perform analysis and troubleshooting of software application functionality and suggest improvements. Consult with the IT service desk, business solutions team, internal users, and external vendors to resolve user-reported issues. Ensure the team of support analysts address, resolve, or escalate issues and requests in a timely manner through management of support queues in the ticketing system (ServiceNow). Provide insight and hands-on coaching and mentoring to direct reports. Assist other analysts in identifying root causes of application errors and escalate to other technical teams as 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 activity through metrics reflected in ServiceNow. Create and maintain a knowledge base of support processes and documentation. Qualifications
A bachelor’s degree in software engineering, computer science, information technology, information systems, computer engineering, business systems, or similar. Hands-on experience as an application support analyst in a related field. 5+ years of increasing responsibility in information technology technical support, including people management. Experience working within a large, cross-functional organization. Previous experience with mergers, acquisitions, and divestitures preferred. Project management experience is preferred. Strong ability to provide support to internal and external end users. Advanced proficiency in diagnosing causes of application errors. Excellent communication and documentation skills. Ability to lead and mentor team members and collaborate with other teams. Hands-on experience with enterprise applications – Salesforce, SAP, Microsoft Dynamics AX, NetSuite, Oracle JD Edwards & ServiceNow preferred. What CRH Offers You
Highly competitive base pay Comprehensive medical, dental and disability benefits programs Group retirement savings program Health and wellness programs An inclusive culture that values 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, apply today. 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. EEO/Vet/Disability. CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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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 a trusted 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. 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, you will collaborate with colleagues, perform process and technical troubleshooting, coach and mentor a team of direct reports, and report service level metrics for our Business Solutions team. The lead will assist the team of support analysts in prioritizing work and provide guidance to successfully address user-reported issues. To succeed as an application support leader, you should have experience in providing application support in a fast-paced manufacturing environment, hands-on experience with multiple business applications, the ability to learn quickly and adapt to organizational changes, a strong focus on documenting support processes and knowledge articles, and a proven track record of leading others. Job Location This role is based out of our Sandy Springs, GA office with remote flexibility. Candidates must be located in Georgia. Responsibilities
Lead the enterprise application support function under the supervision of the Manager, Enterprise Applications. Perform analysis and troubleshooting of software application functionality and suggest improvements. Consult with the IT service desk, business solutions team, internal users, and external vendors to resolve user-reported issues. Ensure the team of support analysts address, resolve, or escalate issues and requests in a timely manner through management of support queues in the ticketing system (ServiceNow). Provide insight and hands-on coaching and mentoring to direct reports. Assist other analysts in identifying root causes of application errors and escalate to other technical teams as 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 activity through metrics reflected in ServiceNow. Create and maintain a knowledge base of support processes and documentation. Qualifications
A bachelor’s degree in software engineering, computer science, information technology, information systems, computer engineering, business systems, or similar. Hands-on experience as an application support analyst in a related field. 5+ years of increasing responsibility in information technology technical support, including people management. Experience working within a large, cross-functional organization. Previous experience with mergers, acquisitions, and divestitures preferred. Project management experience is preferred. Strong ability to provide support to internal and external end users. Advanced proficiency in diagnosing causes of application errors. Excellent communication and documentation skills. Ability to lead and mentor team members and collaborate with other teams. Hands-on experience with enterprise applications – Salesforce, SAP, Microsoft Dynamics AX, NetSuite, Oracle JD Edwards & ServiceNow preferred. What CRH Offers You
Highly competitive base pay Comprehensive medical, dental and disability benefits programs Group retirement savings program Health and wellness programs An inclusive culture that values 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, apply today. 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. EEO/Vet/Disability. CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
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