Systems Services and Support Analyst

Fidelity Investments • Merrimack, NH

2d

About The Position

The Systems Services and Support Analyst supports Asset Management Quantitative Research and Investments (QRI) business and technology teams as part of Enterprise Infrastructure and Operations. The QRI Helpdesk is the primary point of contact for technology issues affecting business operations and critical workflows.

The role covers Level-1 production support, incident triage, ticket management, operational readiness checks, user onboarding, and stakeholder communication. The analyst develops expertise in QRI business applications and workflows to diagnose issues, assess business impact, prioritize remediation, and coordinate resolution across technology teams. The role also uses AI-enabled support capabilities to accelerate issue analysis and incident management, and conducts postmortems to identify root causes and preventive actions. Continuous improvement, operational excellence, reducing recurring issues, and improving the business user experience are key focuses.

The Production Support organization provides 24x7 service coverage. This role requires second-shift and weekend support based on business needs. Fidelity will not provide immigration sponsorship for this position.

Requirements

• Experience supporting Asset Management, Investment Management, Quantitative Research, Trading, or other financial services technology platforms.
• Strong troubleshooting skills, including assessing impact, prioritizing issues, and coordinating resolution across applications, infrastructure, and data platforms.
• Experience managing major incidents, driving escalations, leading stakeholder communications, and supporting service restoration.
• Experience conducting root cause analysis and implementing improvements to reduce recurring issues and improve service reliability.
• Experience supporting Windows environments, Active Directory, identity and access management, and cloud-hosted services.
• Experience supporting applications, databases, and infrastructure in AWS environments.
• Working knowledge of SQL and monitoring tools such as Splunk, Dynatrace, Datadog, CloudWatch, or Grafana.
• Understanding of ITIL and ITSM practices, including Incident, Problem, and Change Management.
• Experience using reporting and analytics tools such as Tableau or Power BI.
• Ability to manage multiple priorities in a fast-paced production support environment.
• Demonstrated focus on automation, operational efficiency, and continuous improvement.
• Availability for second-shift and weekend support based on business needs.

Nice To Haves

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field is preferred.

Responsibilities

• Provide Level-1 production support for QRI business applications and workflows.
• Triage incidents, manage tickets, and perform operational readiness checks.
• Support user onboarding and communicate with stakeholders.
• Diagnose technology issues, assess business impact, prioritize remediation, and coordinate resolution across technology teams.
• Manage major incidents, drive escalations, lead stakeholder communications, and support service restoration.
• Conduct root cause analysis and postmortems, and implement preventive improvements to reduce recurring issues and improve service reliability.
• Use AI-enabled support capabilities to accelerate issue analysis and incident management.
• Support continuous improvement, operational efficiency, and enhancements to the business user experience.

What This Job Offers

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