Business Application Support Analyst

About the role

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/ As a 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.

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

Requirements

• 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 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 : A competitive annual range of $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.
• 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 matchin

Benefits

Additional Information

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.

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