Incident & Application Support Analyst – Wealth Platforms/ServiceNow

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Working with one of our top financial clients, this role calls for an Incident & Application Support Analyst – Wealth Platforms/ServiceNow. This position is essential in maintaining the stability, accuracy, and availability of wealth management platforms and services through incident management, application support, and stakeholder communication.

Pay rate range (CAD): $54.35/hr – $65.22/hr

Responsibilities

Log, categorize, and prioritize incidents using Playbook/Intake and ServiceNow, according to impact and urgency
Perform initial triage to identify system, data, integration, or user-related issues, including major incidents
Track incidents from reporting through resolution, ensuring ownership and SLA adherence
Proactively follow up on aging or high-severity incidents until fully resolved
Validate fixes with users before closing incidents and ensure accurate, complete records for audit readiness
Provide functional and technical support for wealth platforms and applications
Identify recurring issues, escalate systemic or root-cause problems, and interpret errors or data mismatches
Support daily operational processes tied to wealth management activities
Coordinate with Technology/Support teams and vendors to find root causes for ongoing issues
Contribute to problem records and recommend solutions for permanent fixes
Assist in process improvement or automation initiatives
Act as a liaison between Wealth Operations users, internal support teams, and third-party vendors
Communicate incident status clearly and timely, translating technical details into business language when needed
Monitor and validate system changes or releases to prevent negative impacts on workflows
Support post-release stabilization and issue tracking
Maintain and update knowledge articles, runbooks, and SOPs to facilitate faster incident resolution
Analyze incident trends and recommend process enhancements or reporting needs
Participate in initiatives aimed at operational resilience, service quality, and efficiency
Desired Skill-Set

Ability to operate effectively in a fast-paced environment and prioritize tasks accordingly
Highly organized, diligent, and capable of meeting SLAs and deadlines
Skilled in managing escalation issues appropriately
Excellent verbal and written communication skills
Proficient in liaising with senior leadership, stakeholders, and vendors
Comfortable leading meetings with leadership teams
Strong problem-solving skills with the ability to translate solutions into actionable steps
Proficient in Microsoft Office Suite
Nice to Have

Previous experience in the Financial Industry
Prior experience in Wealth Management or related fields