Enterprise Application Support Lead

CRH Americas • Atlanta, GA

130d • Remote

About The Position

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.

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.

Nice To Haves

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

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 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Nonmetallic Mineral Product Manufacturing
• Education Level: Bachelor's degree