Application Support Analyst

5 months ago

Toronto, Canada Fidelity Investments Full time

Description

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

Business Overview

The CRM support group is part of IS division and provides support for Customer Relationship Management and Marketing applications for Fidelity Investments Canada.

Reporting to the CRM Support Team Manager, the Application Support Analyst is responsible for managing and maintaining the Salesforce platform within our organization. You will collaborate with various departments to understand their needs and configure Salesforce to support business processes, workflows, and data management. Your role will involve user support, system customization, data analysis, and ensuring the platform's overall effectiveness in meeting business objectives.

Key Accountabilities

Key Accountabilities

Customize Salesforce to meet the organization's requirements by configuring objects, fields, page layouts, workflows, process builder, and validation rules

Manage user roles, profiles, permissions, and security settings. Provide support to users to ensure effective utilization of Salesforce features and functionalities

Oversee data quality and integrity within Salesforce by defining data governance policies, conducting data cleansing activities, and implementing data validation rules. Perform data imports, exports, and data migration as needed

Design and implement automation processes using workflows, process builder, flows, and other automation tools to streamline business processes and improve operational efficiency

Manage integrations between Salesforce and other systems or applications. Evaluate, install, and configure third-party applications from the Salesforce AppExchange to extend platform capabilities

Create and maintain reports, dashboards, and analytics to provide insights into key performance metrics, trends, and areas for improvement

Monitor system performance, troubleshoot issues, and perform regular maintenance tasks such as database refreshes and platform upgrades. Stay informed about Salesforce updates, new features, and best practices

·Maintain comprehensive documentation of system configurations, processes, and workflows

Develop and update training materials, user guides, and knowledge base articles

Skills, Knowledge, and Experience

Learner mindset

Detail oriented, with strong analytical skills

Customer service oriented

Solid written and verbal communication skills; ability to effectively communicate technical concepts to business users

Problem solving

Strong teamwork culture

General understanding of the financial services sector and mutual fund industry

Experience with Salesforce and technical aptitude (for internal applicants)

Salesforce Admin Certification (for external applicants)

Business Analysis experience

Education

College or University post-secondary education or equivalent working experience

Nice to Have:

Experience with Events Management systems, preferably Marketo

Salesforce Admin Certification (for internal applicants)

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