Business Application Support Analyst

Job summary

The Business Application Support Analyst maintains service quality for production applications by troubleshooting issues and resolving client service requests. They also act as a liaison between vendors and users while assisting with user training, product demonstrations, and quality assurance testing.

Job details

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. 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 care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years. 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 FidelityCanadaStaffing@fidelity.ca. 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 o Best Workplaces for Inclusion o Best Workplaces for Mental Wellness o Best Workplaces for Today's Youth o Best Workplaces for Women o Best Workplaces in Financial Services & Insurance o Best Workplaces in Ontario o Best Workplaces with Most Trusted Executive Teams • LinkedIn Top Companies in Canada • Human Resource Director (HRD) - Best Place To Work o HRD - 5-Star Benefit Program o 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

What you’ll do

The Business Application Support Analyst maintains service quality for production applications by troubleshooting issues and resolving client service requests. They also act as a liaison between vendors and users while assisting with user training, product demonstrations, and quality assurance testing.

Requirements

Candidates must have a minimum of 3 years of post-secondary education and 3-5 years of experience in a client application support role within the financial services industry. Strong knowledge of the Software Development Life Cycle (SDLC) and experience with brokerage platforms like Dataphile are required.

Benefits

• RRSP contribution
• Health benefits
• Mental health services
• Parental leave top-up
• Home office equipment allowance
• Paid volunteer days
• Professional development opportunities
• Tuition reimbursement

Listed skills

• Customer service · Preferred
• Troubleshooting · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Application support
• Troubleshooting
• Financial services
• Brokerage
• Post-trade
• Back-office applications
• Dataphile
• Wealth management
• API
• Error handling
• Performance optimization
• SDLC
• Client service
• Analytical skills
• Communication skills
• Office Equipment
• Workplace Inclusivity
• Support Services
• Technical Issues
• Bilingual (French/English)
• Compassion
• Analytical Skills
• Application Programming Interface (API)
• Technical Support
• Business Analysis
• Business Software
• Business Systems
• Technical Analysis
• Customer Service
• Community Mental Health Services
• Communication
• Training And Development
• Creativity
• Software Development Life Cycle
• Disabilities
• Exception Handling
• Financial Services
• Innovation
• Problem Solving
• Microsoft Office
• Operations
• Wealth Management
• Product Demonstration
• Systems Development Life Cycle
• Quality Assurance
• Troubleshooting (Problem Solving)
• Prioritization
• Teamwork

Job areas

• Technology
• Finance & Accounting
• Customer Service & Support
• Software
• Business Applications Support Analyst
• Application Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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