Fidelity Digital Asset Management Support Analyst - job 1 of 2

As a Fidelity Digital Asset Management Support Analyst, you will be responsible for providing first-line technical support to a range of internal customers. Your responsibilities will encompass monitoring incoming support requests, triaging complex issues, and acting as a liaison between business and technology teams. You'll also perform testing and validations on various software applications, create process enhancements, analyze metrics, and develop support documentation to ensure that team members are adequately equipped to resolve issues effectively.

To excel as a Fidelity Digital Asset Management Support Analyst, candidates should possess basic knowledge of blockchain, crypto technologies, and other related principles. Strong communication skills and a proven passion for delivering exceptional customer experiences will set you apart. Additionally, familiarity with trading applications, SQL query development, and at least one programming language like Python or Go will be critical for success in this role.

Fidelity truly values its Digital Asset Management Support Analysts by providing opportunities for growth within a supportive team environment. The company focuses on exceptional customer service, encouraging Analysts to continuously challenge themselves and develop their skills. This role allows for collaboration with both investment and technology professionals, making it an exciting opportunity to contribute to Fidelity's success in the rapidly evolving digital asset sphere.

At Fidelity, Digital Asset Management Support Analysts can expect a hybrid working environment that beautifully blends on-site and remote work experiences. This balance not only fosters a strong business strategy and team culture but also accommodates the flexibility that employees appreciate. Analysts will typically work on-site every other week to facilitate collaboration while enjoying the benefits of working offsite.

Career advancement opportunities for a Fidelity Digital Asset Management Support Analyst are abundant. The role equips you with diverse skills and experiences in customer support, technical troubleshooting, and data analysis, all relevant in the financial services industry. Fidelity fosters a culture of continuous learning, encouraging Analysts to pursue certifications, expand their knowledge in fintech solutions, and grow into higher roles within the organization, such as specialized analyst positions or management roles.

When answering this question, highlight specific tools and software you’ve worked with, especially those valued in asset management such as trading systems or portfolio management applications. Discuss how these technologies helped you support users effectively.

Provide insight into your systematic approach to troubleshooting issues, which may include gathering information, assessing the problem, prioritizing tasks, and escalating to the appropriate team if necessary. Show your analytical skills and problem-solving capabilities.

Be honest about your proficiency with programming languages relevant to the job like Python or Go. If you have experience writing SQL queries, mention that as it pertains to data analysis. Discuss any projects or use cases where you utilized these languages.

Share a specific example that showcases your commitment to outstanding customer service. Discuss the context, the challenges you faced, the steps you took to help the customer, and the outcome. This will demonstrate your ability to deliver under pressure.

Explain your methods for keeping up to date with cryptocurrency trends, such as following industry publications, joining relevant forums, or taking courses. Your awareness of market changes is crucial for supporting clients in asset management.

Discuss specific ITSM tools you've used, such as ServiceNow or Jira. Explain how you utilized them for ticketing, tracking issues, and collaborating with teams, emphasizing the importance of these tools in your support role.

Provide a brief overview of blockchain technology, focusing on its decentralization, security features, and how it relates to the financial sector. Your ability to explain complex concepts clearly will be valued in your role.

Talk about your strategies for time management and prioritization, such as using tools like task lists or project management apps. Highlight any relevant experiences where you successfully handled multiple demands simultaneously.

Share your knowledge about the trade lifecycle, including order placement, execution, clearance, and settlement. Connect this understanding to how it impacts your responsibilities as a support analyst.

Express your enthusiasm for Fidelity's mission and values, mentioning anything specific that attracts you to the Digital Asset Management Support Analyst position, such as the commitment to innovation in finance and technology.