Senior Technical Support Analyst

About CI Financial

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

As a Senior Technical Support Analyst for Wealth Systems, you will be responsible for providing technical assistance and support to internal teams and end-users. You will ensure the smooth operation of wealth management software, troubleshooting issues, diagnosing problems, and offering solutions in a timely and efficient manner. This role requires strong technical expertise, excellent problem-solving skills, and a deep understanding of wealth management systems.

Key Responsibilities

• Provide Technical Support: Offer timely and professional technical support for Wealth management systems addressing user inquiries and technical issues related to system functionalities, integrations, and performance.
• Issue Diagnosis and Troubleshooting: Analyze, diagnose, and resolve system issues related to wealth management platforms. Use SQL querying tools to create and/or modify queries for analyzing and data gathering.
• System Monitoring and Maintenance: Monitor the performance of wealth systems, identify potential issues, and implement preventive measures to ensure the stability of the systems.
• User Training and Guidance: Assist end-users by providing training on how to submit incidents correctly to the Support team, where applicable. Create and maintain user manuals and documentation for the support team.
• Collaboration: Work closely with the development, infrastructure, and product teams to resolve system bugs/issues, implement fixes, and contribute to system improvements.
• Incident Management: Manage and prioritize support tickets, ensuring timely resolution of critical issues. Escalate unresolved issues to senior technical staff as necessary.
• System Upgrades and Patches: Assist in the planning and execution of system upgrades, patches, and updates to ensure optimal performance and compliance with industry standards.
• Reporting: Provide regular status reports on system performance, ongoing support tickets, and other relevant metrics to management.

Required Skills & Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience: Minimum 2-3 years of experience in technical support, preferably supporting financial or wealth management systems.
• Technical Skills:
  • Knowledge of Support ticketing systems such as ServiceNow and JIRA.
  • Proficiency in troubleshooting technical issues across servers, databases and applications.
  • Lead investigations into system outages, incidents and service interruptions ensuring swift resolution and root cause analysis.
  • Maintain and update technical documentation including troubleshooting guides, knowledge base articles and best practices in MS OneNote and/or Confluence.
  • Familiarity with SQL databases and querying tools.
  • Experience with system integrations and working with APIs.
• Problem-Solving Skills: Ability to quickly diagnose and resolve issues with a strong focus on delivering customer satisfaction.
• Communication Skills: Excellent written and verbal communication skills with the ability to explain technical issues to non-technical users.
• Team Player: Ability to collaborate effectively with internal IT teams (application support, development, infrastructure) to implement patches, updates and configuration changes to improve system stability and security. Including engaging business stakeholders.
• Attention to Detail: Strong analytical and problem-solving abilities, with an eye for detail to ensure systems run optimally.

Preferred Qualifications

• Understanding of Wealth management systems is a plus.
• Knowledge of financial industry standards, regulations, and compliance requirements.

What We Offer at CI Financial

We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally. Our modern HQ location is within walking distance from Union Station.

• Training Reimbursement
• Paid Professional Designations
• Employee Savings Plan (ESP)
• Corporate Discount Program
• Enhanced group benefits
• Parental Leave Top–up program
• Paid time off for Volunteering

Key skills/competency

• Wealth Management Systems
• Technical Support
• SQL Querying
• Troubleshooting
• ServiceNow
• JIRA
• API Integration
• Incident Management
• System Monitoring
• Root Cause Analysis