Job Description

You will be working on a 100% remote schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

Business Overview

The CRM support group is part of IS division and provides support for Customer Relationship Management and Marketing applications for Fidelity Investments Canada.

Reporting to the CRM Support Team Manager, the Application Support Analyst is responsible for managing and maintaining the Salesforce platform within our organization. You will collaborate with various departments to understand their needs and configure Salesforce to support business processes, workflows, and data management. Your role will involve user support, system customization, data analysis, and ensuring the platform's overall effectiveness in meeting business objectives.

Key Accountabilities

Key Accountabilities

• Customize Salesforce to meet the organization's requirements by configuring objects, fields, page layouts, workflows, process builder, and validation rules

• Manage user roles, profiles, permissions, and security settings. Provide support to users to ensure effective utilization of Salesforce features and functionalities

• Oversee data quality and integrity within Salesforce by defining data governance policies, conducting data cleansing activities, and implementing data validation rules. Perform data imports, exports, and data migration as needed

• Design and implement automation processes using workflows, process builder, flows, and other automation tools to streamline business processes and improve operational efficiency

• Manage integrations between Salesforce and other systems or applications. Evaluate, install, and configure third-party applications from the Salesforce AppExchange to extend platform capabilities

• Create and maintain reports, dashboards, and analytics to provide insights into key performance metrics, trends, and areas for improvement

• Monitor system performance, troubleshoot issues, and perform regular maintenance tasks such as database refreshes and platform upgrades. Stay informed about Salesforce updates, new features, and best practices

• ·Maintain comprehensive documentation of system configurations, processes, and workflows

• Develop and update training materials, user guides, and knowledge base articles

Skills, Knowledge, and Experience

• Learner mindset

• Detail oriented, with strong analytical skills

• Customer service oriented

• Solid written and verbal communication skills; ability to effectively communicate technical concepts to business users

• Problem solving

• Strong teamwork culture

• General understanding of the financial services sector and mutual fund industry

• Experience with Salesforce and technical aptitude (for internal applicants)

• Salesforce Admin Certification (for external applicants)

• Business Analysis experience

Education

College or University post-secondary education or equivalent working experience

2-3 yrs of experience as Salesforce Admin

Nice to Have:

• Experience with Events Management systems, preferably Marketo

• Salesforce Admin Certification (for internal applicants)

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team