Business IT Support Analyst - L1 - Remote

Job ID: [[id]]
CRH Americas Building Products is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard® hardscape, Echelon® Masonry, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, and Techniseal® sands and sealant technologies.
Job Summary
The Business IT Support Analyst is a Level 1 support role responsible for providing first-line support for Infor M3 Cloud and related business applications across the organization. This position serves as the primary point of contact for users, handling incoming requests, resolving routine issues, fulfilling service requests, and ensuring an exceptional customer experience.
The analyst works closely with business users, IT teams, and Level 2 support staff to troubleshoot issues, process requests, and maintain accurate documentation while developing knowledge of business processes and enterprise applications.
Job Location
This is a remote role based out of our headquarters in Atlanta, GA.
Job Responsibilities
Provide first-line support for Infor M3 Cloud and related business applications through phone, email, and ticketing systems
Respond to and resolve routine user issues and service requests in accordance with established service level agreements (SLAs)
Perform user access provisioning, maintenance, and deprovisioning activities
Support business processes related to customer, vendor, item, printer, and user maintenance
Gather information and perform initial troubleshooting to identify the root cause of issues
Escalate complex or unresolved issues to Level 2 support or other IT teams when appropriate
Accurately document incidents, service requests, resolutions, and troubleshooting activities
Monitor ticket queues and ensure timely updates and communication with customers
Create and maintain knowledge articles, job aids, and procedural documentation
Assist with user training and provide guidance on standard system processes
Test and validate solutions provided by higher support tiers when assigned
Participate in continuous improvement efforts to enhance service delivery and customer satisfaction
Maintain a customer-focused approach while managing multiple priorities in a fast-paced environment
Job Requirements
Associate's or bachelor's degree in computer science, information systems, business, or a related field, or equivalent work experience
Experience in customer service, technical support, help desk, or business application support preferred
Exposure to ERP systems such as Infor M3, or similar business systems is preferred
ServiceNow ITSM or similar ticket management experience is preferred
Strong troubleshooting and analytical skills
Excellent written and verbal communication skills
Strong organizational and time management skills
Ability to work independently and as part of a collaborative team
Commitment to delivering exceptional customer service
Compensation
Base salary range of $55,000 - $70,000 per year
401(k) plan / group retirement savings program
Short-term and long-term disability benefits
Life insurance
Health, dental, and vision insurance
Paid time off
Paid holidays
What CRH Offers You

Employment type
Full Time