Application Support Analyst - Atlanta, GA

CRH Americas - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

1,001-5,000 employees

Nonmetallic Mineral Product Manufacturing

About the position

Oldcastle Infrastructure Inc. is seeking an experienced application support analyst to provide in-application support for business system users. This role involves collaborating with colleagues, delivering high-quality customer service, troubleshooting application issues, and ensuring system stability and availability. The ideal candidate will have a strong background in application support and a solid understanding of various business applications and processes.

Responsibilities

• Provide software application support under the supervision of the Application Support Lead.
• Consult with the service desk, business solutions team, other IT teams, and internal system users to improve application usage and performance.
• Investigate and resolve application issues in a timely manner.
• Keep a record of any application configuration changes, follow all change management policies, and coordinate system updates with users.
• Document support processes and train other team members to ensure cross functional support.
• Provide front line support to clients and colleagues in other departments.
• Work across business and IT teams to solve application issues.
• Perform analysis on software application functionality and suggest improvements as needed.

Requirements

• A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Demonstrable experience as an application support analyst in a related field.
• At least 5+ years of increasingly responsible experience in information technology technical application support.
• Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams.
• Project management experience is preferred.
• Exceptional ability to provide front-end support to internal business application users.
• Knowledge of core business processes such as order to cash, procure to pay, record to report, and plan to produce.
• Hands-on experience in major Enterprise Resource Planning (ERP) Systems: Microsoft Dynamics AX, Oracle NetSuite, SAP S/4 HANA.
• Hands-on use of IT Service Management Platforms such as ServiceNow.
• Working knowledge of IT support processes such as Incident Management, Change Management, Problem Management, and Request Management.
• Advanced proficiency in determining the causes of application errors, duplicating the errors and working with technical development to resolve application issues.
• Exceptional communication and customer service skills.
• Knowledge of SQL and relational databases a plus.
• Ability to read through log files a plus.
• Proficient with Microsoft Office products such as Excel, Word, and Outlook.
• Works well with other IT teams to investigate and troubleshoot issues.
• Ability to safely lift up to 50 pounds.
• Ability to travel (overnight) as required based on business needs up to 10%.

Nice-to-haves

• Project management experience is preferred.
• Knowledge of SQL and relational databases a plus.
• Ability to read through log files a plus.

Benefits

• 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