Business Application Support Analyst

Role overview

Responsibilities

• Handle client and user service requests promptly; answer questions, clear faults, and arrange appropriate measures.
• Track, troubleshoot, and resolve application issues; document problems and support their resolution.
• Evaluate client requirements and processes for enhancements or maintenance.
• Liaise between vendors and users, communicating technical and business information to clients, vendors, FCC employees, and Fidelity partners.
• Assist with user training, product demonstrations, QA testing, and business analysis related to supported applications.
• Take ownership of client problems and work collaboratively to achieve timely outcomes.

Qualifications and experience

• Complete a minimum three-year post-secondary program or have equivalent work experience.
• Application support and operations-environment experience is required.
• Three to five years of client application support experience in financial services, ideally brokerage.
• Five or more years of brokerage-business experience, focused on post-trade and mid/back-office applications.
• Experience supporting complex business-critical financial-services systems, 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).

Expertise

• Strong written and oral communication, including explaining technical material to non-technical users.
• Analytical and detail-oriented approach to uncovering technical issues and business constraints.
• Ability to prioritize multiple issues, find alternative solutions, and collaborate with a team.
• French and English verbal and written skills are an asset; CSC or IFIC is also an asset.

Compensation

• Total annual cash compensation, including base salary and target bonus, ranges from $88,000 to $117,000 depending on experience and qualifications.
• The company contributes to an RRSP after six months of employment.

Work arrangement

• The role is described as remote on a dynamic working arrangement.
• The employer also describes flexible 100% remote, hybrid, and in-office options.

Benefits and support

• Health benefits begin on the first day, with employer-paid premiums and up to $6,000 annually for mental health services and therapy.
• Parental leave top-up is available to 100% of salary for 25 weeks; home office equipment support is up to $650.
• Other offerings include paid volunteer days, professional development courses, tuition reimbursement, and designation-completion rewards.