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

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.