Enterprise Application Support Lead

Enterprise Application Support Lead

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.

Job Summary

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.

Job Location

This role is based out of our Sandy Springs, GA office with remote flexibility. Candidates must be located in Georgia.

Job 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 any necessary improvements.
• Consult with the IT service desk, business solutions team, internal users, and external vendors to resolve user reported issues.
• 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.

Job Requirements

• 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.
• 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.

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

EOE/Vet/Disability