Who We Are:
As a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor-centric culture.
Position Overview
The Technical Analyst provides Tier 2 production support for assigned business applications, resolving escalations from Tier 1 and helping maintain stable, supportable services. Working with business partners, technology teams and vendors, the Analyst investigates application, data, integration, configuration and access issues; contributes to problem management and operational readiness; and maintains the knowledge and controls needed for effective ongoing support.
This is an existing vacancy
Duties and Responsibilities
Incident and Service Request Management
- Own application incidents and service requests escalated from Tier 1 through investigation, resolution or appropriate escalation, prioritizing work by business impact, urgency and technical complexity.
- Troubleshoot application, data, integration, configuration, access and environment issues; escalate confirmed defects, code changes and specialist issues with clear diagnostic evidence.
- Manage assigned work within service levels, communicate status to stakeholders, and record investigation steps, findings, workarounds and resolutions accurately.
- Participate in major incident response and recovery when required.
Technical Investigation and Troubleshooting
- Investigate databases, APIs, integrations, batch processes, data feeds, application configuration, user access and third-party platforms; review application logs and code where required to isolate issues.
- Develop and maintain approved operational and diagnostic queries for troubleshooting and business investigations.
- Validate fixes and confirm that application services have returned to expected operation.
Problem Management and Continuous Improvement
- Identify recurring incidents and service degradation; contribute to root-cause analysis for recurring or significant production issues.
- Document known errors, workarounds and troubleshooting procedures, and track permanent corrective actions with delivery teams, vendors and shared technology teams.
- Use incident trends to recommend practical improvements to monitoring, support processes and operational controls.
Release and Operational Readiness
- Support the transition of new applications, enhancements and technology changes into production support and identify supportability gaps before implementation.
- Review support documentation, monitoring, access, escalation paths, known issues, recovery procedures and vendor support arrangements.
- Perform assigned production validation and post-release support, including stabilization and hypercare.
Knowledge Management and Tier 1 Enablement
- Create and maintain support guides, runbooks, troubleshooting procedures and knowledge articles.
- Share knowledge with Tier 1 to improve first-contact resolution, strengthen cross-application coverage and reduce unnecessary escalations.
Vendor and Stakeholder Coordination
- Coordinate vendor support cases, provide diagnostic evidence, track actions and commitments, and validate proposed resolutions.
- Communicate incidents, maintenance, service impacts and resolutions clearly to business and technology stakeholders.
Security Risk and Operational Controls
- Follow cybersecurity, privacy, data-handling, access-control and change-management requirements, including approved processes for production access and changes.
- Maintain sufficient evidence in the IT service-management system for operational and audit requirements; escalate security, privacy, data-integrity and operational risks.
- Participate in technology risk, audit and compliance activities for supported applications as required.
General
- Contribute to application support initiatives, team knowledge sharing and continuous improvement.
- Maintain current knowledge of supported applications, business processes, integrations and technology dependencies.
Some after-hours or weekend support may be required for incidents, releases and scheduled maintenance.
Qualifications
- Minimum 2–4 years of application support, production support or related technology experience in an environment using structured incident, problem and change-management practices.
- Hands-on experience with Microsoft SQL Server or a similar relational database, including safe use of diagnostic queries.
- Working knowledge of application architecture and integration patterns, including APIs, web services, batch processing and data feeds.
- Ability to analyze moderately complex technical issues, distinguish symptoms from likely causes and document evidence clearly.
- Strong written and verbal communication with technical and non-technical audiences; able to manage competing production-support priorities.
- Experience with IT service-management, monitoring, log-analysis or operational-support tools is an asset.
- Experience in wealth management, financial services or another regulated industry is an asset.
Education
- Post-secondary degree or diploma in information technology, computer science, business systems or a related field, or equivalent practical experience.
- Assets: ITIL Foundation certification; Microsoft, cloud, database or application-support certification; Canadian Securities Course (CSC) or equivalent financial-markets knowledge.
The expected annualized base salary range for this role is $60,000-$80,000. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, and the consideration of internal equity. Richardson offers a competitive total rewards package in addition to the base pay (where applicable), which includes a performance-based incentive plan, comprehensive health & dental benefits, a group RRSP matching plan and paid time off.
Why Apply:
Our firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm, and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you innovative, self-driven, and client-centric?
If so, we’re ready to invest in you.
Richardson Wealth is an equal opportunity employer and committed to providing a diverse, equitable and inclusive environment. We are happy to meet your individual needs in keeping with the Canadian Charter of Rights and Freedoms and the Accessibility for Ontarians with Disabilities Act. Candidates may request accommodation at any point during the interview process.
