Application Support Analyst

Description:

Fidelity Canada, one of the country's top employers and a recognized leader in investment management, is seeking an Application Support Analyst to join its Wealth Management division in Toronto, Ontario. The position follows a hybrid working model and supports the daily operations and delivery of integrated technology solutions for the organization’s Wealth and Private Wealth businesses.

This role offers a dynamic blend of technical support, system analysis, and stakeholder engagement, ensuring application stability, resolving incidents, and enhancing vendor-supported systems that underpin critical wealth operations.

As an Application Support Analyst, you will play a pivotal role in understanding how key technologies enable business processes and will collaborate closely with internal IS teams, business units, and external vendors to ensure robust and uninterrupted services.

Key Responsibilities:

Solution Delivery Support:

• Collaborate with business stakeholders to define application-specific technical requirements and translate them into functional specifications

• Assist in system integration efforts, data mapping, interface design, and participate in regression and functional testing

• Support the rollout of production releases, post-deployment testing, and validations

Application and Incident Support:

• Provide front-line application support, troubleshooting issues, and maintaining active communication with business users

• Open and manage vendor support tickets, escalate complex issues, and ensure timely resolution of incidents

• Document incident root causes and recurring issues to minimize repeat disruptions

Knowledge Management & Documentation:

• Serve as a subject matter expert in organizing a structured Confluence space for maintaining system, workflow, and integration documentation

• Support Data Governance by documenting processes involving client Personally Identifiable Information (PII)

• Develop and maintain internal process documentation, including playbooks and standard operating procedures (SOPs) for incident resolution

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Mathematics, Economics, or equivalent experience

• 3–5 years of relevant experience in IT support or solution delivery, ideally within Wealth Management

• Familiarity with SQL, APIs, batch processes, and enterprise ticketing systems

• Strong communication, interpersonal, and stakeholder management skills

• Experience managing or working with technology vendors is a plus

Employee Benefits and Support:

• Flexible work model (remote, hybrid, or in-office)

• Comprehensive health coverage with 100% employer-paid premiums

• Up to $5000 annually for mental health services

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

• $650 home office equipment allowance

• Paid volunteer time (2 days/year)

• RRSP contributions with no employee matching required

• Access to 11,000+ learning and development courses, tuition reimbursement, and designation incentives

• Inclusive company culture supported by Employee Resource Groups and diversity-focused programs

Why Join Fidelity Canada?
Fidelity has consistently been ranked among Canada’s Top 100 Employers, and its accolades span across inclusion, family-friendliness, youth employment, mental wellness, and more. The company fosters a compassionate, innovative, and people-first culture with a commitment to excellence and career development.