Application Specialist

Job ID: 521867

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

Position Overview

The goal of an Applications Specialist is to provide excellent customer service and to maximize the business value of IT applications. They do this by actively engaging with customers, business leaders, peers, cross-functional groups, and vendors to prioritize and resolve technical support issues and complete deployment, upgrade, and maintenance tasks. They follow and help improve existing operating procedures and processes as well as recommend and design new ones as needed. They train Field Service and Service Desk personnel so they can resolve support issues and how to help with implementations, deployments, and upgrades.

A Materials, Logistics, & Equipment, MLE, Application Specialist fulfils Application Specialist responsibilities for our MLE Systems as well as our systems that provide the features and capabilities needed for truck tracking/statusing, hours of service compliance, vehicle inspection reporting, driver time capture, live order tracking, material tracking, material forecasting, equipment and plant, equipment work orders, etc.

Key Responsibilities (Essential Duties And Functions)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Continually drive towards increased customer satisfaction
• Ensure compliance with Service Level Agreements (SLA) and Operation-Level Agreements (OLA).
• Provide timely status updates to key stakeholders and CRH AMAT IT Management.
• Collaborate with the Service Desk to ensure distribution groups for applications and supported business units are accurate and up to date.
• Prepare, review, and send end user communications regarding major incidents, problem tickets, scheduled downtime, etc.
• Support and implement enterprise standards through training, setup, and documentation.
• Actively participate in product roadmap and work request activities with designated product managers.
• Service & Support
• Shared responsibility for resolution of incidents, completion of service requests, and maintenance of team queues.
• Actively participate in the resolution of major incidents by joining the technical bridge, troubleshooting, completing assignments, etc.
• Increase Service Desk first call resolution by training and mentoring Service Desk and Field Service Technicians.
• Identify the need and lead the creation of support and maintenance documentation, standard operating procedures, and processes needed to improve resolve times and empower Service Desk first call resolution.
• Provide advanced levels of support for specified applications
• Identify chronic or systemic application errors, conduct root cause analysis, document resolutions, and collaborate with the development team and QA team to ensure a closed loop corrective action.
• Projects & Enhancements
• Execute assigned tasks and work items. Coordinate and work with other teams to complete necessary tasks (e.g., Service Desk, Field Services, Infrastructure, vendors, CRH AMAT users, etc.)
• Identify and communicate risks that may impact the timeline, scope, cost or resource requirements of a project or enhancement.
• Provide follow-up assistance on completed projects to ensure that warranty work is identified and completed.
• Deployment Assignments
• Collaborate with Business Analysts and Solutions Engineers on creation of implementation plans.
• Work with Solutions Engineers to create deployment plans that leverage simple and repeatable processes to minimize the level of effort and time required to deploy solutions and reduce future support requirements.
• Complete systems configurations and prepare site specific documentation
• Train other Applications Specialists, Field Services, and Embedded IT resources to help with deployments.
• Verify systems are functional and end users can use the application. Escalate to Project Managers and Training teams when gaps are identified.
• Other duties as assigned.
  
  

Education/Experience

Qualifications

• Associates Degree in Engineering/Computer related discipline, or equivalent experience required.
• 2 years of technical and/or end user experience with construction materials point of sale and accounting systems, telematics solutions, document imaging, etc. preferred.
• Knowledge of creating and maintaining technical documentation.
• Knowledge of Windows 7 and above, applications in the Office Suite, and general PC Networking.
• ITIL Foundation certification preferred.
  
  

Work Requirements

• Ability to travel (overnight) as required based on business needs up to 25%.
• Ability to drive up to 5 hours for onsite services.
  
  

Knowledge/Skill Requirements

• Ability to effectively work and communicate with people with a wide range of skills, experience, cultures, and capabilities – business leaders, finance leaders, peers, vendors, staff members.
• Ability to present ideas in concise, business-friendly, and user-friendly language.
• Must possess organizational skills, be an independent thinker, and ability to multitask within a fast-paced environment.
• Demonstrate a hands-on collaborative approach; works well in a team.
• Demonstrates strong oral/written communication and listening skills.
• Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.
• Ability to understand customer needs and concerns and be able to customize services and products as appropriate.
• Ability to self-manage time and travel expenses on a weekly basis.
  
  

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Able to communicate with others by telephone and in person.
• Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
• Sitting for extended periods of time.
• Ability to safely lift up to 50 pounds.
  
  

Work Environment

• Normal office working conditions in addition to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g., hard hat, steel-toed boots, and safety glasses.
• The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables and the ability to be on call at a scheduled rotation.
  

The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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!

CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.

EOE/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.