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Principal Developer Support Analyst
4 months ago
Job Description:
The Role
Fidelity SWE Domain is seeking an experienced Principal Developer Support Analyst to join the UDE product area and work with the Developer Success team in providing superior stability and performance as we adapt to change. It is a pivotal role for the continued success and growth of the UDE product area.\u00A0
In this role, you will partner with the Director of Customer Success and Onboarding Specialist to develop, execute, and support exceptional client experiences with the product. Key attributes for success: excellent client-facing skills, a proactive and collaborative approach, persistent grit and follow-through, and a passion for providing personalized customer service.\u00A0\u00A0
The day to day for this role includes driving proactive communication to Developers and stakeholders to help them grow their adoption of UDE products,\u00A0 identifying expansion opportunities, providing product support as necessary,\u00A0 and following up as necessary, and capturing and sharing product feedback with the UDE product and engineering\u00A0 teams. The Expertise and Skills You Bring
- Bachelor's or equivalent with 8+ years of experience in information technology, systems analysis.
- 4+ years of experience with System Analysis is a plus
- Collaborate with a variety of individuals and groups, both in person and virtually, in a constructive and collaborative manner
- Strong analytical and critical thinking skills
- Strong troubleshooting and problem-solving skills
- Experience in gathering customer feedback and research and sharing it back to the team\u00A0
- Be an advocate for the developers
- Desire to be detailed, very responsive, and committed to quality
- Understanding of Devops, Monitoring and Cloud computing skills
- Good problem solving and triaging skills
- Passion for technology and troubleshooting complex problems.
- Ability to show business value of a product\u00A0to Developers and decision makers at all experience levels
- Bias towards action\u00A0
Job responsibilities:
- Troubleshooting:\u00A0Identifying and fixing issues with UDE products including bugs, failures, and system problems
- Product Support:\u00A0Helping internal developers with product issues, providing clear instructions, and listening to their feedback and complaints.
- Communication:\u00A0Proactively communicating with the developers and the stakeholders.\u00A0 Have a passion for building a community.
- Documentation:\u00A0Preparing technical documentation for UDE products including descriptions of problems and steps to resolve them
- Feedback:\u00A0Collecting and analyzing developer feedback
The Team
The Unified Developer Experience (UDE) Strategic Initiative is a first-of-its-kind effort that is focused in improving the effectiveness of the technology associates, and their job satisfaction, to accelerate their ability to contribute and deliver value for our customers.\u202F The Initiative s research and analysis provided a rich source of material identifying roadblocks and friction areas that we are addressing through transformative changes to governance, standards, transparency, discoverability, stakeholder input and continuous feedback.\u00A0
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).\u00A0
Reminder: Per the Dynamic Working Guidelines, approved exceptions will be reviewed annually, or when the associate accepts a new role, whichever comes first.
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.
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\u2014we 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).
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, detailed in this document, 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.
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.
