Enterprise Application Support Lead
Oldcastle Infrastructure
Lead enterprise application support team, ensuring user support and issue resolution.
4 days ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Atlanta, GA
Office Full-Time
Company Size
4,000 Employees
Service Specialisms
Engineering
Design
Consulting
Technical Services
Project Management
Construction services
Turnkey
Sector Specialisms
Water
Communications
Transportation
Energy
Buildings
Stormwater Management
Wastewater Treatment
Commercial Building Projects
Role
What you would be doing
ticket management
servicenow
user support
root cause
knowledge base
metrics reporting
- Provide insight and hands on guidance from a coaching and mentoring perspective to direct reports.
- 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).
- Hold team members accountable and report on activity through metrics reflected in ServiceNow.
- Consult with the IT service desk, business solutions team, internal users, and external vendors to resolve user reported issue.
- Provide front-end support to internal and external users of enterprise applications.
- Assist other analysts in finding root causes of application errors as needed and escalate to other technical teams when appropriate.
- Perform analysis and troubleshooting of software application functionality and suggest any necessary improvements.
- 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.
- Facilitate knowledge sharing between support analysts to ensure cross functional application support.
- Lead the enterprise application support function under the supervision of the Manager, Enterprise Applications.
What you bring
salesforce
servicenow
project management
bachelor's
5+ years
communication
- Hands on experience with enterprise applications – Salesforce, SAP, Microsoft Dynamics AX, NetSuite, Oracle JD Edwards & ServiceNow preferred.
- Exceptional communication and documentation skills.
- Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams.
- Collaborate well with other teams and colleagues toward efficient and effective solutions.
- Previous experience working with mergers, acquisitions, and divestitures preferred.
- Project management experience is preferred.
- A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, business systems, or similar.
- Exceptional ability to provide support to internal and external end users.
- Advanced proficiency in determining the causes of application errors.
- At least 5+ years of increasingly responsible experience in information technology technical support; including people management.
- Demonstratable hands-on experience as an application support analyst in a related field.
- Ability to lead and mentor team members.
- Highly competitive base pay
- Health and wellness programs
- Group retirement savings program
- Comprehensive medical, dental and disability benefits programs
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
70 Years
Experience in Precast Concrete Manufacturing
The company has demonstrated leadership and innovation in the precast concrete industry over several decades.
- Specializes in providing innovative, high-quality solutions for critical infrastructure projects.
- Works on projects across various industries, including utilities, transportation, and water resources.
- Products play a vital role in the construction of roads, bridges, utilities, and stormwater systems.
- Expertise spans multiple sectors, including heavy civil, industrial, and commercial infrastructure.
- Known for delivering durable, reliable, and sustainable solutions, serving a wide range of clients from public agencies to private enterprises.
- A key player in ensuring project success from start to finish, offering both design and manufacturing services.
- Innovative precast solutions contribute to shaping the infrastructure landscape in North America.
- Put safety first
- Build enduring relationships
- Operate locally, but act as one company
- Continuously create value
- Do what we say and act with integrity
50% Reduction
GHG Emissions Cut
Reduction in greenhouse gas emissions per weight achieved by using recycled plastic in Duralite® enclosures compared to virgin plastic.
2024 Transition
Environmental Impact
Switch to phosphorus-based flame retardants in 2024 to reduce environmental harm caused by brominated/halogenated alternatives.
- Adopted a sustainability strategy aligned with UN Sustainable Development Goals.
- Focus areas: Industry, Innovation and Infrastructure; Sustainable Cities and Communities; Responsible Consumption and Production; Climate Action.
- Committed to highest standards of environmental management and proactive climate change response.
- Developed Duralite® composite enclosures using recycled plastic (water bottle caps).
- Duralite enclosures are lighter than concrete variants, reducing emissions and allowing recyclability through a circular lifecycle.
- Stated goal: identify, develop and leverage diverse talent across the organization
- Reported inclusion and diversity as a strategic priority in recruiting and culture
- Gender statistics not publicly specified on official sites
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