Senior Systems Services and Support Analyst

Fidelity • Boston, MA

8d

About The Position

The Senior Systems Services and Support Analyst is a senior individual contributor on Fidelity’s L1 Trading Support team, providing high-touch, front-line technology support to trading users. The role helps maintain the stability, availability, and performance of trading, portfolio management, research, and market data platforms in a fast-paced, production-sensitive environment.

The position operates during standard business hours and includes a rotating monthly weekend commitment for post-release validation, smoke testing, and system health checks to ensure platforms are ready for trading. The analyst supports critical trading periods, including market open and close, special trading events, and system releases, and contributes to production readiness for new applications, enhancements, and upgrades.

The analyst works with business users and technology partners to address incidents, restore services, improve operational processes, maintain documentation, and participate in Disaster Recovery planning and exercises. Fidelity does not provide immigration sponsorship for this position.

Requirements

• Bachelor’s degree or equivalent practical experience in Information Technology, Computer Science, Finance, or a related discipline.
• At least 3 years of experience in production support, systems support, or a service desk role supporting mission-critical applications.
• Strong understanding of investment and trading concepts, including order and trade lifecycle, portfolio management workflows, and research and market data usage.
• Experience supporting trading, portfolio management, or investment applications, such as order entry, allocation, or decision-support tools.
• Strong hands-on experience with Windows desktop environments, Microsoft 365, virtual desktop, and remote access technologies such as Citrix.
• Working knowledge of AWS-hosted applications and infrastructure.
• Experience supporting databases and writing SQL to assist with analysis and troubleshooting.
• Familiarity with monitoring and observability tools such as Datadog.
• Experience with workload automation or scheduling tools such as Autosys or Control-M.
• Working knowledge of ITIL and ITSM practices.
• Strong troubleshooting, diagnostic, and triage skills focused on minimizing business impact.
• Ability to operate calmly and effectively in high-pressure trading environments.
• Excellent verbal and written communication skills, with sound judgment regarding escalation and stakeholder messaging.

Nice To Haves

• Familiarity with market data platforms such as Bloomberg or FactSet.
• AWS certification.

Responsibilities

• Serve as the primary L1 support contact for traders and trading-related business users.
• Respond to incidents with urgency, accuracy, and sound judgment.
• Triage, diagnose, and resolve Tier I production issues across applications, desktops, infrastructure, cloud services, and market data platforms.
• Manage, resolve, and document incidents and requests in ServiceNow, including accurate classification, root cause identification, and timely escalation.
• Communicate incident status clearly to business users and technology partners, adjusting detail and frequency based on business impact.
• Follow incident and crisis management procedures for high-impact trading issues and act as incident lead when appropriate.
• Partner with application development, infrastructure, cloud, and vendor teams to restore service quickly and prevent recurrence.
• Perform rotating weekend coverage, including post-release validation, smoke testing, functional verification of trading workflows, and system health checks following deployments.
• Ensure trading platforms are ready and stable for the upcoming business week.
• Support critical trading periods such as market open and close, special trading events, and system releases.
• Contribute to production readiness activities for new applications, enhancements, and upgrades.
• Identify recurring issues, operational gaps, and opportunities for automation or process improvement.
• Create and maintain operational documentation and end-user guidance for trading workflows.
• Participate in Disaster Recovery planning, testing, and operational exercises.

Benefits

• Comprehensive health care coverage.
• Emotional well-being support.
• Market-leading retirement benefits.
• Generous paid time off.
• Parental leave.
• Charitable giving employee match program.
• Educational assistance, including student loan repayment, tuition reimbursement, and learning resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior