Application Specialist - Materials, Logistics Equipment

Application Specialist – Materials, Logistics & Equipment

Location:

Atlanta, Georgia, United States

Job

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.

The goal of an Application Specialist is to provide excellent customer service and to maximize the business value of IT applications. They actively engage 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 help with implementations, deployments, and upgrades.

A Materials, Logistics & Equipment (MLE) Application Specialist fulfills 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, and Quickbase applications etc.

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…