Applications Specialist - Transportation And Logistics - Atlanta, Ga Or Remote

Job ID: 479788

CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, cement, asphalt, readymixed concrete and paving and construction services in North America. Our operations span North America with 28,300 employees at close to 1,600 locations in 46 US States and 6 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 Transportation and Logistics Application Specialist fulfils Application Specialist responsibilities for our Transportation Management 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, etc.

Key Responsibilities (Essential Duties and Functions)

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

• Identify and communicate risks that may impact the timeline, scope, cost or resource requirements of a project or enhancement.
• Train other Applications Specialists, Field Services, and Embedded IT resources to help with deployments.
• Shared responsibility for resolution of incidents, completion of service requests, and maintenance of team queues.
• 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.
• 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.
• Support and implement enterprise standards through training, setup, and documentation.
• Complete systems configurations and prepare site specific documentation
• Collaborate with the Service Desk to ensure distribution groups for applications and supported business units are accurate and up-to-date.
• Other duties as assigned.
• 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.
• Provide advanced levels of support for specified applications
• Provide follow up assistance on completed projects to ensure that warranty work is identified and completed.
• Provide timely status updates to key stakeholders and CRH AMAT IT Management.
• Prepare, review, and send end user communications regarding major incidents, problem tickets, scheduled downtime, etc.
• 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.
• Increase Service Desk first call resolution by training and mentoring Service Desk and Field Service Technicians.
• Verify systems are functional and end users can use the application. Escalate to Project Managers and Training teams when gaps are identified.
• 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.
• Actively participate in the resolution of major incidents by joining the technical bridge, troubleshooting, completing assignments, etc.
• 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.)
• Actively participate in product roadmap and work request activities with designated product managers.
• Ensure compliance with Service Level Agreements (SLA) and Operation-Level Agreements (OLA).
• 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.
• Collaborate with Business Analysts and Solutions Engineers on creation of implementation plans.
• 
  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.

Qualifications

Education/Experience

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

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.
• Demonstrates strong oral/written communication and listening skills.
• 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.
• 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.
• Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.

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.

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

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
• A culture that values opportunity for growth, development, and internal promotion
• Health and wellness programs
• Group retirement savings program
• Comprehensive medical, dental and disability benefits programs

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 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-If you want to know more, please click on this link.