Business Application Support Analyst

Fidelity Canada•Toronto, ON

1d•CA$88,000 - CA$117,000•Remote

About The Position

As a Technical Application Support Analyst, you will serve as a member of Fidelity Clearing Canada (FCC) technology in a technical support and troubleshooting role and maintaining service quality for FCC applications currently in production to support the client base. This will involve responding to client service requests and providing quality problem resolution in a timely manner.

Requirements

Completion of minimum 3-year post-secondary program or relevant 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 relevant back office and trading applications
Experience in setting up Secure File Transfer Protocols (SFTP) and file delivery
Solid knowledge and working experience in brokerage business environment with a particular focus on post-trade, mid/back-office applications
Strong knowledge of the Software Development Life Cycle (SDLC) is required
Business users with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience
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

Nice To Haves

Experience with Dataphile an asset
CSC or IFIC are an asset
Bilingual (French/English) verbal and written skills is nice to have

Responsibilities

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 (eg. 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

Benefits

Base Salary and Discretionary Performance Bonus: A competitive annual range of $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.
Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
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.