Business Application Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Ensure the quality of service for FCC applications in production.

• Address client service requests and deliver prompt, high-quality problem resolution.

• Manage client and user requests efficiently and in a timely manner.

• Provide answers to inquiries, rectify issues, suggest solutions, and implement necessary actions.

• Monitor, diagnose, and resolve application-related challenges.

• Assess client needs and processes, including enhancements and maintenance tasks.

• Serve as a bridge between vendors and users, communicating effectively in both business and technical language.

• Engage with clients, vendors, FCC employees, and partners from Fidelity across the organization.

• Record issues and aid in their resolution.

• Take charge of customer issues and utilize available resources to achieve optimal results.

• Provide exceptional customer service through collaboration and teamwork.

• Support user training and conduct product demonstrations.

• Conduct Quality Assurance testing and Business Analysis related to supported applications.

• Report directly to the Manager of Business Applications and Support.

⛳️ Requirements

• Must possess current work authorization for Canada.

• Completion of at least a 3-year post-secondary program or equivalent work experience is required.

• Experience in Application Support and Operations Environment is necessary.

• 3–5 years of experience in a client application support role within the Financial Services sector, preferably in the brokerage market.

• Over 5 years of experience with comprehensive knowledge and practical experience in a brokerage business environment, especially in post-trade and mid/back-office applications.

• Proven capability to support and maintain complex business-critical systems in financial services settings.

• Familiarity and hands-on experience with Dataphile and associated wealth management and brokerage platforms.

• Proficiency in troubleshooting API requests, response validation, error handling, and performance optimization.

• Strong understanding of the Software Development Life Cycle (SDLC) is essential.

• Excellent client service, prioritization, and multitasking skills.

• Outstanding written and verbal communication abilities.

• Capability to convey technical information to non-technical users.

• Detail-oriented with strong analytical skills.

• Aptitude for identifying and addressing underlying technical issues and business constraints.

• Innovative in developing alternative solutions to meet business needs.

• Ability to work effectively in a collaborative team environment.

• CSC or IFIC certifications are advantageous.

• Bilingual proficiency in French and English, both verbal and written, is a plus.

🏝️ Benefits

• Discretionary performance bonus / target bonus.

• RRSP contributions after 6 months of employment, without requiring employee matching.

• Flexible work arrangements, offering remote, hybrid, and in-office options.

• Company contributions to group RRSP without the necessity of employee matching.

• Comprehensive health benefits commencing on the first day of employment.

• 100% employer-covered health benefit premiums.

• Up to $6,000 per year for mental health services and therapy.

• Parental leave top-up to 100% of salary for 25 weeks.

• Up to $650 for home office equipment expenses.

• Generous leave policy.

• 2 paid volunteer days each year.

• Diversity and inclusion initiatives.

• Employee Resource Groups.

• Opportunities for professional development.

• Access to over 11,000 training and development programs.

• Tuition reimbursement offered.

• Financial rewards for completing required designations.