Business Application Support Analyst

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

Benefits offered by this job

Remote work options

RRSP contribution

Health benefits

Parental leave top-up

Home office equipment allowance

Volunteer days

Job summary

Fidelity Clearing Canada is seeking a Business Application Support Analyst to join the FCC technology team. This role provides technical support, troubleshooting, user training, and QA activities for FCC applications in production to support clients in Canada.

The position reports to the Manager, Business Applications and Support and requires 3+ years in client application support within financial services, including brokerage.

Qualifications

• Completion of minimum 3-year post-secondary program or equivalent 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 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.

Responsibilities

• 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.

Skills

Application Support

Financial Services

Brokerage experience

API troubleshooting

SDLC knowledge

Client service

Education

Post-secondary education

Tools

Dataphile

Job description

Job Description

Job Description Please 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.

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’ experience in a client application support role within Financial Services industry, ideally within the brokerage market
• 5+ years’ 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.

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.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

• 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

About Us

Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans.

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We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.