Application Support Analyst

Durabuilt Windows & Doors Inc.; Edmonton; On-site; CAD 50,000 - 65,000; Full time

Job summary

Durabuilt Windows & Doors Inc. in Edmonton is seeking an on-site Application Support Analyst to join our IT Application Services team.

You will handle Level 1 support for ERP, CRM and HRIS applications, guide end-users, document issues, and contribute to knowledge base content while assisting with small system changes. You’ll work closely with IT and business stakeholders to ensure smooth application performance, deliver user training, and escalate complex cases to L2 when needed, helping

Qualifications

• Entry-level to 1–2 years in application support or IT helpdesk.
• Familiarity with ERP, CRM and HRIS systems is a plus.
• Experience with ITSM tools and ticketing systems is preferred.

Responsibilities

• Monitor and manage incoming ITSM tickets to meet SLA timelines.
• Troubleshoot Level 1 application issues and escalate to L2 when needed.
• Guide end-users through ERP/CRM workflows and processes.
• Provide small system change guidance and user training.
• Create and maintain knowledge base articles for recurring issues.
• Collaborate with IT teams and stakeholders to ensure performance.
• Assist with application testing during major deployments (occasional).
• Maintain clear, professional communication with users.

Skills

Communication

Problem-solving

Patience

Adaptability

Rapport building

Attention to detail

Education

IT/CS degree or diploma

Tools

ServiceNow

JIRA

Job description

Durabuilt Windows & Doors is a leading Canadian manufacturer of high-performance windows and doors, engineered specifically for the Canadian climate. With a strong presence in the B2B and B2C markets, we provide innovative and energy-efficient solutions to builders, contractors, and homeowners across Canada.

At Durabuilt, we embrace technology and process innovation to enhance our business operations. Our IT team plays a critical role in ensuring that the ERP, CRM, HRIS, and custom-built applications used by employees and partners operate smoothly and efficiently.

About the Role

We are looking for a customer-focused and detail-oriented Application Support Analyst (On-Site) to join our IT Application Services team in Edmonton.
This role is responsible for Level 1 (L1) application support, ensuring timely resolution of support tickets, guiding end-users through application workflows, and assisting with small system changes. You will be the first point of contact for application-related issues, helping users with ERP, CRM, HRIS, and other business applications.

Key Responsibilities

• Monitor and manage incoming support tickets in an IT service management (ITSM) system, ensuring issues are resolved within SLA timelines.
• Troubleshoot and resolve Level 1 (L1) application issues, escalating complex cases to L2 support when necessary.
• Provide process guidance to end-users on tasks such as submitting discount approvals, updating quotes, and navigating ERP/CRM systems.
• Conduct small-scale user training on minor system changes to ensure smooth adoption.
• Create and maintain knowledge base articles to document recurring issues and standard operating procedures.
• Work closely with IT teams and business stakeholders to ensure seamless application performance.
• Assist occasionally with application testing during major system deployments or updates (rare weekend involvement).
• Foster strong relationships with users, providing clear and professional communication while resolving issues.

Qualifications & Experience

• Education: Diploma or Bachelor's degree in IT, Computer Science, Information Systems, or a related field (preferred).
• Experience: Entry-level to 1-2 years in an application support, IT helpdesk, or similar role.
• Technical Knowledge:
  • Exposure to ERP, CRM, and HRIS systems (prior experience is an asset).
  • Familiarity with IT service management (ITSM) tools such as ServiceNow, JIRA, or other ticketing systems.
  • Basic troubleshooting of business applications (not hardware or network support).
• Certifications (Preferred, Not Required):
  • ITIL Foundation (best practices in incident management).
  • Microsoft Fundamentals (for those working with Microsoft applications).
  • Salesforce Administrator (if working with CRM).

Key Skills & Attributes

• Excellent communication skills with the ability to interact effectively with users at all levels.
• Strong problem-solving skills with a proactive approach to troubleshooting.
• Patience and adaptability when working with non-technical users.
• Ability to build rapport and establish positive working relationships.
• Attention to detail when documenting issues and creating knowledge base materials.

Why Join Us?

• Opportunities for career growth – move into L2 support, business analysis, or development as you gain expertise.
• Work with a diverse set of enterprise applications in a growing company.
• A supportive and collaborative IT team that values knowledge-sharing and process improvement.