Business Application Support Analyst

Fidelity Canada; Toronto; Remote; CAD 88,000 - 117,000; Full time

Benefits offered by this job

Flexible remote/hybrid options

Comprehensive health benefits

RRSP contribution after 6 months

Parental leave top‑up to 100%

Home office equipment allowance

Volunteer days

Job summary

Fidelity Clearing Canada is seeking a Business Application Support Analyst to join the technology team in a technical support role, maintaining FCC applications in production and delivering timely, quality resolutions for client service requests. You will assist with user training, product demonstrations, QA testing, and business analysis as it relates to the supported applications.

Reporting to the Manager, Business Applications and Support, you will collaborate with clients, vendors, FCC

Qualifications

• Completion of minimum 3-year post-secondary program or equivalent work experience.
• Application Support and Operations Environment experience is required
• 3-5 years in a client application support role within Financial Services industry, ideally within the brokerage market
• 5+ years in brokerage environment with focus on post-trade, mid/back-office applications
• Proven ability to support and maintain complex systems in financial services incl. Dataphile and related platforms
• Experience troubleshooting API requests, response validation, error handling, and performance optimization
• Strong knowledge of the Software Development Life Cycle (SDLC)

Responsibilities

• Ensure all client/user requests are handled timely and appropriately
• Answer questions, clear faults, propose solutions, and arrange appropriate measures
• Track, troubleshoot and resolve application-related issues
• Evaluate client requirements and processes for enhancements or maintenance
• Act as liaison between vendor and users communicating in business and technical terms
• Interact with clients, vendors, FCC employees and Fidelity partners
• Document problems and assist in resolution
• Take ownership to solve customer problems promptly; use available resources to achieve best outcome
• Deliver seamless customer service through teamwork and collaboration

Skills

Client support

Financial services

SDLC knowledge

Brokerage domain

Education

Post-secondary program or equivalent

Tools

Dataphile

Wealth management platforms

Job description

• 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.

Job Description

• 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.

Who We Are

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//clearing.fidelity.ca/

The Opportunity

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.

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 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

Nice To Have

• 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 Impact

We 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 Total annual cash compensation (base salary plus target bonus) ranges from 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.

We are proud to be recipients of the following

• Canada's Top 100 Employers
• Greater Toronto's Top Employers
• Canada's Top Family-Friendly Employers
• Canada's Top Employers for Young People
• Great Place To Work Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer

Designations

• Canadian Compassionate Companies - Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team