Application Support Analyst

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 Application Support Analyst to join our growing team. This position will be based out of one of our Calgary office locations. Reporting directly to the Team Lead, Business Applications, this role provides support for enterprise and Modern Workplace applications, ensuring stability, availability, and continuous improvement of supported systems.

Position Summary:

The Application Support Analyst is responsible for managing, optimizing, and supporting Microsoft 365 applications and services, as well as various business applications including ERP systems, estimating tools, and field-related applications. 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.

Requirements

Key Accountabilities:

Application Champion

• Develop an in-depth understanding of our applications, including 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.

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.
• Serve as the primary contact for vendor-supported ERP software (preferably Explorer Eclipse).
• Manage and support estimating software and field-related applications, including Bid2Win, HCSS, and Heavy Job.

Support and Troubleshooting

• Provide advanced application support and incident resolution for end-users.
• Investigate root causes, resolve application problems, and recommend corrective actions.
• Collaborate with Microsoft support or other vendors as necessary.
• Monitor application performance and service health.

Training and Documentation

• Design and deliver training sessions and materials to educate users on application features, functionality, and best practices across M365 and other business platforms.
• Develop and maintain SOPs, user guides, and knowledge base articles for application configurations and processes.
• Document and maintain administrative application configurations, including system settings, integration points, and change history.

Overall Responsibilities

• Support application enhancements, patches, and releases.
• Contribute to service improvement initiatives.
• Ensure adherence to Java Holdings Ltd. group policies and procedures when sharing company data.

Desired Qualifications

• 3+ years of experience in application or systems support (5+ years preferred)
• Post-secondary degree in Computer Science, a related field, or equivalent work experience
• Proficient in the M365 suite (SharePoint Online, OneDrive, Teams)
• Familiarity with ERP systems, preferably Explorer Eclipse
• Experience with estimating and field-related software (Bid2Win, Heavy Job, HCSS) preferred
• Strong troubleshooting, analytical, and problem-solving skills
• Experience with ITSM tools and ticketing systems
• Excellent written and verbal communication skills, with the ability to work across technical and business teams
• A customer-centric mindset with a professional, positive attitude
• Ability to manage multiple priorities, work independently, and meet SLAs

Other Position 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 potential use of a personal vehicle for travel
• Ability to sit for extended periods and use a computer
• Commitment to ongoing learning and professional development
• Alignment with our core values: Innovation, Community, Excellence, and Safety

Benefits

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