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 experienc...