Job DescriptionPlease Note:- Current work authorization for Canada is required for all openings.
- This is a full-time regular role.
- You will be working on a remote schedule as part of Fidelity's dynamic working arrangement.
The Opportunity: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.
What You Will Do:- 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
What We Are Looking For:- 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
- Experience with Dataphile an asset
- 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
- Experience in the following (or a combination of the following) is appropriate: Business users with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience
- CSC or IFIC are an asset
- Bilingual (French/English) verbal and written skills is nice to have
The Expertise You Bring:- 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
Total Rewards That Reflect Your ImpactWe believe exceptional work deserves exceptional recognition. That's why we offer a
competitive compensation package designed to support your success today-and your financial well-being tomorrow.
For this role, your total rewards include:
- 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.
We're proud to offer a compensation package that aligns with
provincial pay transparency requirements.
This posting represents an
existing vacancy within our organization-an opportunity to step into a role where your talents will make a meaningful difference.
We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions of the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.
Some of the ways we'll help you feel valued and supported as part of our team:- 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.
