[Hiring] Business Application Support Analyst @Fidelity Canada

Role Description

The Business Application Support Analyst serves as a member of the FCC technology team in a technical support and troubleshooting role, maintaining service quality for FCC applications currently in production to support our client base. This will involve responding to client service requests and providing quality problem resolution in a timely manner. The Business Application Support Analyst will also assist with user training, product demonstrations along with some Quality Assurance testing and Business Analysis as it relates to the applications being supported. This role will report to the Manager, Business Applications and Support.

What You Will Do

• Ensure that all requests raised by clients and users are handled timely and appropriately.
• Answers questions, clears faults, proposes solutions, and/or arranges for appropriate measures to be taken.
• Tracks, troubleshoots and resolves application related issues.
• Evaluates client requirements and processes (e.g., enhancements or maintenance).
• As a liaison between the vendor and users, effectively communicating in both business and technical terms.
• Interacts with clients, vendors, FCC employees and other Fidelity firm wide partners.
• Documents all problems and assists in their resolution.
• Take ownership of solving a customer's problem promptly; use all available resources to achieve the best outcome.
• Delivers seamless customer service through teamwork and collaboration.

Qualifications

• Completion of minimum 3-year post-secondary program or equivalent work experience.
• Application Support and Operations Environment experience is required.
• 3-5 years’ experience in a client application support role within Financial Services industry, ideally within the brokerage market.
• 5+ years’ experience with solid knowledge and working experience in brokerage business environment with a particular focus on post-trade, mid/back-office applications.
• Proven ability to support and maintain complex business-critical systems within financial services environments, including Dataphile and related wealth management and brokerage platforms.
• Experience troubleshooting API requests, response validation, error handling, and performance optimization.
• Strong knowledge of the Software Development Life Cycle (SDLC) is required.

Nice To Have

• Experience in the following (or a combination of the following) is appropriate: Business users with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience.
• CSC or IFIC are an asset.
• Bilingual (French/English) verbal and written skills is nice to have.

The Expertise You Bring

• Desire and commitment to excellent client service and able to prioritize and manage multiple issues.
• Excellent communication skills both written and oral; ability to effectively communicate technical material to non-technical users.
• Detailed oriented with excellent analytical skills; aptitude for probing and uncovering underlying technical issues and business constraints when dealing with problems.
• Use of creativity in finding alternative solutions to business needs.
• Able to work in team environment by participating in a collaborative approach in dealing with and partnering with fellow members.

Benefits

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from 88,000 to 117,000 based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.
• Flexible working arrangements - 100% remote, hybrid, and in office options.
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy.
• Parental leave top-up to 100% of your salary for a period of 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice.
• Diversity and inclusion programs, including an active network of Employee Resource Groups.
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.