Senior Systems Services and Support Analyst

Job description

Job Description: Note: Fidelity will not provide immigration sponsorship for this position The Role: The Senior Systems Services and Support Analyst is a senior individual contributor on the L1 Trading Support team, responsible for providing high-touch, front-line technology support to trading users. This role is critical to ensuring the stability, availability, and performance of trading, portfolio management, research, and market data platforms in a fast-paced, production-sensitive environment. This position operates during standard business hours with a rotating monthly weekend commitment focused on post-release validation, smoke testing, and ensuring systems are fully healthy for trading following new deployments. Serve as the primary L1 support contact for traders and trading-related business users, responding to incidents with urgency, accuracy, and sound judgment. Triage, diagnose, and resolve Tier I production issues across applications, desktops, infrastructure, cloud services, and market data platforms. Manage, resolve, and document incidents and requests in the ITSM tool (ServiceNow), ensuring accurate classification, root cause identification, and timely escalation when...