Systems Services and Support Analyst

Fidelity • Merrimack, NH

1d • Onsite

About The Position

Support Fidelity Asset Management’s 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 will build expertise in QRI business applications and workflows to diagnose issues, assess business impact, prioritize remediation, and coordinate resolution across technology teams. The role uses AI-enabled support capabilities to accelerate issue analysis and incident management, and conducts postmortems to identify root causes and preventive actions. A focus on continuous improvement, operational excellence, reducing recurring issues, proactive service improvements, and improving the business user experience is expected.

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

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field is preferred.
• 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.
• Ability to work second shift and weekends based on business needs.

Responsibilities

• Provide Level-1 production support for Asset Management QRI business and technology teams.
• Serve as a primary contact for technology issues affecting business operations and critical workflows.
• Triage incidents, manage tickets, perform operational readiness checks, and support user onboarding.
• Diagnose issues, assess business impact, prioritize remediation, and coordinate resolution across technology teams.
• Manage major incidents, drive escalations, communicate with stakeholders, and support service restoration.
• Use AI-enabled support capabilities to accelerate issue analysis and incident management.
• Conduct postmortems and root cause analysis, identifying preventive actions and implementing improvements to reduce recurring issues.
• Support operational excellence and improve the business user experience through proactive service improvements.

What This Job Offers

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