Technical Application Support Analyst (Bilingual)

About Us:

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

The Opportunity:

As a Bilingual 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.

What You Will Do:

Ensures that all requests raised by clients and users are handled timely and appropriately

Answers questions, clearings 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

Takes 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 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 user with direct and relevant technical experience, Technology support with relevant business exposure, Technical Analyst with business/systems process experience

CSC or IFIC is an asset

Bilingual (French/English) verbal and written skills is required

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

This position will be following a 100% remote working arrangement

Current work authorization for Canada is required for all openings.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at .

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

Canada's Top 100 Employers

o Greater Toronto's Top Employers

o Canada's Top Family-Friendly Employers

o 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

Human Resource Director (HRD) - Best Place To Work

o HRD - 5-Star Benefit Program

o HRD - 5-Star Diversity & Inclusion Employer

• 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

Designations

A Canadian Compassionate Company

Great Place to Work (Dec 2022 - Nov 2023)

Best Workplaces for Women 2023 by Great Place to Work

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