Job Description:

The Role

We are seeking a highly motivated and technically capable Systems Analyst to join our Incident Support team. This role is responsible for supporting business-critical applications, investigating and resolving production incidents, partnering with technology teams to restore service, and ensuring business stakeholders receive clear and timely communication throughout the incident lifecycle.

The ideal candidate combines strong technical troubleshooting and analytical capabilities with excellent communication, documentation, and customer service skills. This individual should be comfortable working across multiple technologies, investigating complex production issues, analyzing data, identifying recurring trends, and collaborating with development teams, infrastructure teams, support partners, and business stakeholders.

Beyond resolving individual incidents, the Systems Analyst will help improve the overall stability and supportability of our applications by developing technical support documentation, identifying opportunities for automation, improving operational processes, analyzing incident trends, and contributing to problem management and continuous improvement initiatives.

The Expertise and Skills You Bring

• Excellent written and verbal communication skills with the ability to communicate effectively with business stakeholders, customers, software engineers, technology partners, and senior leadership.
• Strong customer service experience, preferably within an application support, production support, or technology operations environment.
• Experience investigating, triaging, troubleshooting, and managing production incidents affecting business-critical applications and services.
• Experience with incident management processes, including incident prioritization, escalation, technical investigation, stakeholder communication, documentation, resolution, and follow-through.
• Demonstrated analytical and problem-solving skills with experience researching, documenting, and understanding complex systems and production issues.
• Strong technical troubleshooting skills and the ability to investigate issues across applications, databases, integrations, APIs, and distributed systems.
• Experience reviewing and analyzing application logs to troubleshoot production issues, identify errors, investigate application behavior, and support root cause analysis.
• Experience using Splunk to search and analyze application logs, investigate production incidents, create queries, identify patterns, and support technical troubleshooting.

• Working knowledge of REST APIs, web services, distributed applications, and system integrations.

• Proficiency with SQL and working knowledge of relational databases, database concepts, and data analysis.
• Strong documentation skills with experience developing technical support documentation, troubleshooting guides, operational procedures, knowledge articles, application support documentation, and support playbooks.
• Experience writing clear non-technical documentation and customer instructions that translate complex technical concepts into understandable information.
• Ability to coordinate and collaborate with software engineering, infrastructure, database, architecture, cybersecurity, and other technology teams to troubleshoot and resolve complex incidents.
• Demonstrated ability to take ownership of incidents and problems, independently investigate issues, develop conclusions, identify appropriate next steps, and drive work toward resolution.
• Ability to identify recurring incidents, operational risks, and systemic issues and contribute to problem management, root cause analysis, and permanent corrective actions.
• Experience analyzing incident trends and operational metrics
• Experience participating in major incident response activities, including technical investigation, stakeholder communication, incident coordination, and post-incident follow-up.
• Ability to partner with software development teams to improve application observability, monitoring, logging, alerting, documentation, and overall production supportability.
• Working knowledge of application readiness reviews, production implementation activities, and release validation.
• Ability to manage multiple incidents, investigations, and priorities in a fast-paced production support environment.
• Strong collaboration skills and demonstrated experience working across multiple technology teams and organizational boundaries.
• A continuous improvement mindset with an interest in reducing incident volume, improving mean time to resolution, increasing automation, improving documentation, and strengthening the overall effectiveness of the support team.
• Interest in using emerging technologies, including artificial intelligence, automation, analytics, and modern support tools, to improve incident investigation, documentation, knowledge management, and operational efficiency.
• Basic Experience with reports, dashboards, and operational metrics using Tableau and Power BI to provide visibility into incident trends, support performance, and operational risks.

Your experience with the following will be a plus:

• Experience using ServiceNow for incident management, problem management, knowledge management, reporting, or workflow automation.
• Experience developing operational reports, data visualizations, and dashboards using Tableau.
• Experience developing dashboards, reports, and analytics solutions using Microsoft Power BI.
• Experience identifying opportunities to automate repetitive support processes, operational reporting, notifications, and workflows using Microsoft Power Automate and other Power Platform technologies.
• Experience developing workflow automation and low-code solutions using Microsoft Power Automate.
• Experience investigating REST APIs, web services, distributed applications, and system integrations.
• Familiarity with software development practices, Agile delivery methodologies, DevOps concepts, and production release processes.
• Experience using artificial intelligence tools to support technical investigation, documentation, knowledge management, data analysis, or operational automation is a plus.

Key Competencies

Successful candidates will demonstrate strong ownership and accountability, intellectual curiosity, customer focus, technical aptitude, attention to detail, effective prioritization, and the ability to remain organized and communicate clearly during high-pressure production incidents.

The strongest candidates will not simply process incidents. They will seek to understand how systems work, independently investigate problems, identify patterns across incidents, improve documentation and tooling, automate repetitive processes, and help prevent incidents from recurring.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

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Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.