Business IT Support Analyst - L1 - Remote

Job ID: 529157

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

• 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 Building Products (ABP), a CRH Company, 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.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.