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IT Application Support Analyst

2 months ago

Calgary, Canada Helical Pile Solutions Full time

Helical Pile Solutions is a deep foundations contractor with over 30 years of experience in the industry, recently acquired by Java Holdings Ltd. (“Java”).  Java staff have over 50 years of experience building some of Canada’s largest electrical infrastructure projects.  We are seeking an experienced IT Application Support Analyst for our growing team.  This position will be based out of one of our Calgary office locations.

The IT Application Support Analyst is crucial to our organization, providing both business and technical assistance to end-users. Reporting to the IT Service Operations Manager, this role serves as the main point of contact for issues and inquiries related to IT applications, ensuring timely and effective resolution or escalation as needed.

The IT Application Support Analyst is responsible for managing, optimizing, and supporting Microsoft 365 applications and services. This includes configuring and customizing M365 tools, troubleshooting problems, and offering support and training to end-users. The analyst will also participate in projects to integrate M365 applications with other systems, ensure adherence to organizational policies, and drive ongoing improvements in the use of M365 technologies.

Additionally, the role encompasses support for various business applications, including ERP systems, estimating tools, and field-related applications.

To excel in this position, the IT Application Support Analyst must demonstrate strong communication, problem-solving, and customer service skills, delivering exceptional IT support. The analyst will collaborate closely with the Service Desk, Infrastructure, and Cyber Security teams to achieve these goals.

 

Key Accountabilities:

Application Champion

  • Develop an in-depth understanding of our applications, including their features, functionalities, and best practices, to serve as the Subject Matter Expert (SME).
  • Act as the IT liaison, working closely with business stakeholders and coordinating with internal and external vendor teams.

M365 Application Management

  • Configure and customize M365 applications such as SharePoint Online, Teams, OneDrive for Business, and other M365 services to meet organizational needs.
  • Implement and manage integrations between M365 applications and other internal or external systems.
  • Oversee and maintain M365 applications to ensure optimal performance, reliability, and security.

Support and Troubleshooting

  • Provide technical support and troubleshooting for end-users regarding M365 applications, addressing issues related to functionality, performance, and access.
  • Investigate and resolve application problems, collaborating with Microsoft support or other vendors as necessary.

Training and Documentation

  • Design and deliver training sessions and materials to educate users on M365 features and best practices.
  • Develop and maintain documentation for application configurations, processes, and procedures, including user guides and knowledge base articles.

Business Application Management

  • Serve as the primary contact for vendor-supported ERP software.
  • Provide user support for the Explorer Eclipse ERP system.
  • Manage and support estimating software and field-related applications, including Bid2Win, HCSS, and Heavy Job.
  • Act as the IT knowledge expert for business and field-related applications.

Overall Responsibilities

  • Ensure adherence to Java Holdings Ltd. group policies and procedures when sharing company data with internal and external partners.

Requirements

Education and Experience Requirements:

  • Post-secondary degree in Computer Science or a related field, or equivalent work experience.
  • At least 5 years of relevant experience in providing both business and technical application support to end-users.
  • Proficient in the M365 suite, with a strong focus on SharePoint Online, OneDrive, and Teams.
  • Familiarity with ERP systems, preferably Explorer Eclipse.
  • Experience with estimating and field-related software, such as Bid2Win, Heavy Job, and HCSS, is preferred.
  • Knowledge of mobile device platforms (e.g., iOS, Android) and mobile device management (MDM) concepts.
  • Experience with remote support tools and ticketing systems is advantageous.
  • Excellent communication and interpersonal skills for interacting with users of varying technical backgrounds.
  • Ability to handle multiple tasks and projects simultaneously.
  • Strong analytical and problem-solving skills to efficiently diagnose and resolve technical issues.
  • Capable of working independently, prioritizing tasks effectively, and meeting SLAs and user expectations.
  • Demonstrates a customer-centric approach with professionalism and a positive attitude.
  • Willingness to learn and adapt to new technologies and industry trends.

Desired Skills and Experience:

  • Microsoft IT certifications are a plus.
  • Experience with Microsoft PowerShell is beneficial.
  • Knowledge of integration methods and tools for M365.
  • Familiarity with ITIL or other service management frameworks is advantageous.
  • Strong skills in problem-solving and decision-making.
  • Energetic, goal-oriented, detail-conscious, and methodical in approach.
  • Excellent written and verbal communication skills, with the ability to effectively communicate across various mediums while maintaining a commitment to customer excellence.
  • Ability to align with company core values of Innovation, Community, Excellence, and Safety.
  • Positive attitude, collaborative team player, and change agent.

Additional Requirements:

  • Work collaboratively with other teams across all Java Group of Companies.
  • Availability for after-hours on-call support as per company policy.
  • Valid driver’s license and the potential use of a personal vehicle for travel.
  • Ability to sit for extended periods and use a computer.
  • Stay updated on new and emerging trends and technologies and engage in ongoing skill development through training and certification.

Benefits

  • Extended Healthcare Plan (Medical, Disability, and Dental)
  • Health and Wellness spending account
  • Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Training & Development
  • Employee Assistance Program - Counseling