Technical Application Support Analyst

2 weeks ago

Toronto, Canada Fidelity Investments Full time

Description

About Us:

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

The Opportunity:

As a Bilingual 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:

Ensures that all requests raised by clients and users are handled timely and appropriately Answers questions, clearings 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 Takes 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 user with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience CSC or IFIC is an asset Bilingual (French/English) verbal and written skills is required

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

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