Technical Support Analyst

CI Financial•Toronto, ON

1d•Onsite

About The Position

As a Technical Support Analyst for Wealth Systems, you will be responsible for providing technical assistance and support to internal teams and end-users. You will ensure the smooth operation of wealth management software, troubleshooting issues, diagnosing problems, and offering solutions in a timely and efficient manner. This role requires strong technical expertise, excellent problem-solving skills, and a deep understanding of wealth management systems.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum 2-3 years of experience in technical support, preferably supporting financial or wealth management systems.
Knowledge of Support ticketing systems such as ServiceNow and JIRA
Proficiency in troubleshooting software and hardware issues.
Familiarity with SQL databases and querying tools.
Experience with system integrations and working with APIs.
Ability to quickly diagnose and resolve issues with a strong focus on delivering customer satisfaction.
Excellent written and verbal communication skills with the ability to explain technical issues to non-technical users.
Ability to collaborate effectively with cross-functional teams and contribute to projects.
Strong analytical and problem-solving abilities, with an eye for detail to ensure systems run optimally.

Nice To Haves

Understanding of wealth management systems is a plus
Knowledge of financial industry standards, regulations, and compliance requirements.
Familiarity with cloud platforms (AWS, Azure, etc.) and virtualized environments

Responsibilities

Provide timely and professional technical support for Wealth management systems (e.g. RPM, Pario, Wealth Platform, related downstream systems), addressing user inquiries and technical issues related to system functionalities, integrations, and performance.
Analyze, diagnose, and resolve system issues related to wealth management platforms, ensuring minimal downtime and smooth user experience.
Monitor the performance of wealth systems, identify potential issues, and implement preventive measures to ensure the stability of the systems.
Assist end-users by providing training on how to submit incidents correctly to the Support team, where applicable. Create and maintain user manuals and documentation for the support team.
Work closely with the development, infrastructure, and product teams to identify system bugs, implement fixes, and contribute to system improvements.
Manage and prioritize support tickets, ensuring timely resolution of critical issues. Escalate unresolved issues to senior technical staff as necessary.
Assist in the planning and execution of system upgrades, patches, and updates to ensure optimal performance and compliance with industry standards.
Provide regular status reports on system performance, ongoing support tickets, and other relevant metrics to management.