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
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.