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Business Analyst, Platform Management - IWMS Client Experience

Fidelity

Fidelity

IT
smithfield, ri, usa
Posted on Nov 20, 2025
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Job Description:

The Role

Join a team passionate about delivering outstanding client experiences, collaborating on innovative technology solutions at Fidelity Institutional (FI) Platform Management. We are seeking a highly motivated Business Analyst who will provide outstanding solutions to everyday business problems in support of the FI Client Experience and OSG leaders and service associates!

With several unique businesses and divisions located throughout the country, FI provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. The FI organization performs tens of thousands of over the counter, listed equities, options, bonds, and mutual fund transactions daily.

As a member of the FI Platform Management team, you are responsible for providing support to the ongoing desktop platform management & governance for the OSG/CE/Risk & Finance groups. You will handle the deployment of various application releases to the associate desktops. In addition, you will provide level II support to ongoing issues or problems arising from associate's desktop usage. Working together in a diverse and fast-paced atmosphere, the team carefully plans and implements technology solutions.

Your Responsibilities Include

  • Conducting analysis of technology changes being introduced to group desktops.

  • Supporting Contact Center platforms as a System Admin; coordinating FI’s detailed business/functional hierarchy, agent provisioning, Call/Chat routing, and expertise in the platforms

  • Supporting the business outcomes through workforce planning, creation and maintenance of associate/team schedules, call routing and creating dedicated phone numbers

  • Assisting in coordination and management of desktop platform and contact center platform projects

  • Taking charge of project deployments and upgrades related to desktop applications (e.g., IE, MS Office, native Fidelity applications like myWorkspace, etc.) and software used in customer service centers (Genesys, NICE, Nexidia, ADI, etc.).

  • Ensuring appropriate documents are created to support Sr. Management presentations and updates

  • Acting as liaison between inter divisional teams (Techworks, business user teams, technology) to encourage collaborative communication; ensuring teams are applying effort to associate experience goals consistently

  • Facilitating and streamlining business processes as vital using broad understanding of Fidelity's technology release cycles

The Expertise and Skills you Bring

  • Shown business analysis and project management skills

  • Self-starter with high motivation and initiative and a sense of curiosity

  • Ability to work independently, navigate the organization, and build positive relationships with business leaders across the firm

  • Capability for critical thinking and comprehending the larger context

  • Proficiency in debugging technical issues under minimal supervision or instructions

  • Knowledge or ability to learn telephony platforms like Genesys or Amazon Connect

  • Minimum of 3+ years of work experience, including demonstrated success working in a fast-paced environment and at all levels of an organization

  • Experience with platform governance, platform management, and desktop support is helpful

  • Deep technical, analytical and problem-solving skills

  • Ability to reconcile, integrate, and synthesize information, fixes technical issues, synthesize findings and present options to tackle problems

  • Ability to think conceptually and bring structure to business problems, coupled with a highly practical orientation

  • Superb communication, influence and social skills

  • Extraordinary teammate with a shown desire to share and chip in to the team's success

  • Bachelor's degree or equivalent work experience

The Team

This dynamic team is part of the FI organization and is responsible for driving the platform strategy and support for all FI businesses. The FI Platform Management team is responsible for delivering and enabling the FI businesses in their process management solutions, call routing solutions, processing tools, and platform management and support (desktop, applications, etc.), enabling FI to provide efficient, scalable, end-to-end transaction processing and outstanding service to their customers!

NOTE: This role does not support sponsorship.

Certifications:

Category:

Business Analysis

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

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 working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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, or by calling 800-835-5099, prompt 2, option 3.

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 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.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Our Commitment

Discover opportunities to build a fulfilling career within a supportive culture that celebrates individuality. We empower our associates to pursue career paths that align with their unique goals and personalities.

Giving back to our communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,500 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $14.9billion in donor-recommended grants to charity in 2024.
  • Supported more than 433,000 unique charities around the world.
  • Since its inception, more than $100 billion has been given to public charities.

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