The Role Join our dynamic team as a Support Analyst within the Enterprise Infrastructure & Operations group. Your primary responsibility will be to deliver first line technical support to internal stakeholders in Fidelity's Digital Asset Management group. As part of the Asset Management Helpdesk Team, you will provide dedicated level 1 application support to Portfolio Managers, Research Analysts, Traders, and other Investment Management professionals.
Your contributions will play a vital role in supporting Asset Management Technology (AMT), which delivers innovative, scalable, and industry-leading investment tools that give Fidelity a competitive edge globally.
Your day-to-day work will include: - Monitoring incoming support channels, including email and Teams.
- Triage complex issues and escalate them appropriately.
- Acting as a liaison between business and technology teams.
- Performing testing and validations for various software applications.
- Creating process enhancements and automations.
- Analyzing data/metrics and formulating action plans.
- Developing comprehensive support documentation such as Operational Docs, SOPs, and Playbooks.
The Team Our dedicated team is committed to providing exceptional technology support to a complex and evolving group of internal clients within Fidelity. We collaborate closely with Asset Management and Enterprise Technology teams in assisting investment professionals within Fidelity's Asset Management group. Daily interactions with Research Analysts, Portfolio Managers, Traders, and Operations personnel allow us to offer best-in-class support, fostering a culture of continuous improvement and learning.
The Expertise and Skills You Bring: - Basic knowledge of blockchain, infrastructure, staking, custody, and cryptocurrency technologies and principles.
- Familiarity with Crypto Exchanges, Crypto Compliance, and Altcoins.
- Excellent written and verbal communication skills.
- A passion for delivering exceptional customer experiences.
- Proficiency in supporting Windows 10/11, macOS, and Office 365 applications.
- Knowledge of at least one programming language (Python, Go).
- Experience writing complex SQL queries.
- Experience with EMS/OMS trading applications.
- Strong analytical and organizational skills.
- Experience in the Financial Services sector, including trade lifecycle and settlements.
- Exceptional troubleshooting skills.
- Familiarity with ITSM tools and concepts.
Work Model: Fidelity embraces a hybrid working model that combines the benefits of onsite and remote work. While working onsite plays a crucial role in our business strategy and culture, we also recognize and appreciate the advantages of offsite work. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.