IT Financial Systems Support Analyst

 

 

 

Job ID:  494509

CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America.  Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.

 

Position Overview

 

The CRH Americas Materials IT Service Desk serves as a single point of contact focused on delivering timely resolution of business-impacting disruptions and the prompt execution of end user service requests. 

 

The Financial Systems Support Analyst works in a focused support pod to provide AMAT business users end-to-end resolution of ERP and financial application problems.  The role responds to inquiries for help via multiple channels including phone, online chat, and email, and is required to use logic, analysis, and research to determine and employ the best solutions.  The role requires excellent knowledge of the financial suite of applications (e.g., Viewpoint, Proactis, and others) and gives expert advice to end users on how solutions can work effectively and efficiently for CRH.  The Financial Systems Support Analyst partners with IT Compliance to ensure audit risks are mitigated; mentors less tenured technical support analysts (especially with complicated resolutions); and aligns with Service Operations and Delivery teams to ensure deeper understanding of and skill set within the supported suite of applications.

 

Key Responsibilities (Essential Duties and Functions)

 

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

• Understand, analyze, and troubleshoot problems impacting the financial application suite; determine root cause; and implement corrective/preventative action to maximize business uptime.
• Use logic and reasoning to identify the strengths and weaknesses of solutions or approaches to problem resolution.
• Provide guidance and support to end users to maximize system capabilities and user knowledge.
• Respond to inquiries for help via multiple channels including phone, online chat, ITSM ticketing system and e-mail.
• Research (and contribute to) technical documents, knowledge base articles and white papers to gather and share technical and end-user facing information.
• Identify chronic or systematic application errors, document through ITSM tool, and collaborate with Service Desk management and Delivery Team service managers to ensure closed loop corrective action.
• Mentor Tier II support analysts and assist with complicated resolutions.
• Participate in monthly and semi-annual audit compliance reviews, ensuring supporting documentation is provided and identified risks are mitigated.
• Develop a deep understanding of supported application suite through alignment with other Service Operations and Delivery teams.
• Perform sophisticated problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management.
• Other duties as assigned.

 

Qualifications

 

Education/Experience

 

• Associate degree in information technology or equivalent, or 4 years of experience working in a similar IT/financial support role.
• 4-5 years of experience handling complex financial application/ERP support issues in an enterprise environment.
• Strong Customer Service skills required.
• Basic to intermediate level SQL knowledge and experience.
• Knowledge of Windows 10, Office 365, and general PC Networking and troubleshooting.
• HDI certification a plus.
• Fundamental understanding of financial business processes and how they are supported by ERP systems.
• Demonstrates a high level of analytical and debugging skills.

 

Work Requirements

 

• Must be 18 years in age or older.
• Must pass pre-employment drug screen and criminal background check.
• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.

 

Knowledge/Skill Requirements

 

• Must be able to effectively communicate (verbal and written) with people with a wide range of skills, experience, cultures, and capabilities, clearly describing solutions to computer problems in way that nontechnical users can understand.
• Knowledge of principles and processes for providing customer support service. This includes customer needs assessment, meeting quality standards for services, and the delivery of customer satisfaction.  Must be patient and sympath