Job Description:

The Role

As a Support Analyst within the Enterprise Infrastructure & Operations group, you will be responsible for providing first line technical support to internal customers within Fidelity's Digital Asset Management group. The Asset Management Helpdesk Team provides dedicated level 1 application support to FDAM Portfolio Managers, Research Analysts, Traders and other Investment Management professionals.

Our team works with both investment & technology professionals to support Asset Management Technology (AMT). AMT is an integral part of Asset Management and is responsible for delivering innovative, scalable, industry-leading investment tools that enable Fidelity to achieve a competitive advantage globally.

Your day-to-day work

• Monitor incoming support channels (email & Teams)

• Triage complex issues and escalate appropriately

• Act as liaison between business and technology teams

• Perform testing and validations for various software applications

• Create process enhancements and automations

• Analyze data/metrics and create action plans

• Create support documentation (Op Docs, SOPs, Playbooks)

The Team

Our team is chartered with providing technology support to an evolving, dynamic and complex group of internal customers within Fidelity. Our team works in partnership with Asset Management and Enterprise Technology teams to support investment professionals in Fidelity's Asset Management group. We interact daily with Research Analysts, Portfolio Managers, Traders and Operations staff and seek to provide them with best-in-class support. As a team, we aim to provide the highest level of customer service and support and continually challenge ourselves to grow and learn.

The Expertise and Skills You Bring

• Basic knowledge of blockchain, infrastructure, staking, custody and crypto technologies and principles

• Familiarity with Crypto Exchanges, Crypto Compliance and Altcoins

• Excellent written and oral communication skills

• Passionate about providing exceptional customer experience

• Highly proficient supporting Windows 10,11, MacOS, Office365

• Working knowledge of at least one programming language (Python, Go)

• Experience writing complex SQL queries

• Experience supporting EMS/OMS trading applications

• Strong analytical and organizational skills

• Experience working in Financial Services preferred (trade lifecycle, settlements)

• Strong troubleshooting skills

• Familiarity with ITSM tools and concepts

#cryptojobs

Certifications:

Category:

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.