Business Application Support Analyst

• 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.

• 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.

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.

-based firms.

For more information about Fidelity Clearing Canada, please visit https//

The Business Application Support Analyst serves as a member of the FCC technology team in a technical support and troubleshooting role, maintaining service quality for FCC applications currently in production to support our client base. This will involve responding to client service requests and providing quality problem resolution in a timely manner. The Business Application Support Analyst will also assist with user training, product demonstrations along with some Quality Assurance testing and Business Analysis as it relates to the applications being supported.

This role will report to the Manager, Business Applications and Support.

• 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

• Completion of minimum 3-year post-secondary program or equivalent work experience
• Application Support and Operations Environment experience is required
• 3-5 years’s experience in a client application support role within Financial Services industry, ideally within the brokerage market
• 5+ years’s experience with solid knowledge and working experience in brokerage business environment with a particular focus on post-trade, mid/back-office applications
• Proven ability to support and maintain complex business-critical systems within financial services environments, including Dataphile and related wealth management and brokerage platforms.
• Experience troubleshooting API requests, response validation, error handling, and performance optimization.
• 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

• 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…