Operations Support Analyst

Job Title: Operations Support Analyst
Work Location: Toronto, ON (Hybrid – 2 Days Onsite: Tuesday + 1 Floating Day)
Working Hours: 8:30 AM – 4:30 PM
Contract Duration: Until October 31, 2026
Extension/Conversion: Possibility of Extension and Full-Time Conversion Job Summary
We are seeking an Operations Support Analyst to support the Business Solutions and Wealth Operations Technology – Systems & Applications team. This role is responsible for ensuring the stability, accuracy, and availability of wealth management platforms and operational services. The analyst will use established intake processes, operational playbooks, and incident management tools such as ServiceNow to manage incidents, provide application support, coordinate with stakeholders, and maintain operational controls.
The ideal candidate will be highly organized, able to work effectively in a fast-paced environment, and capable of managing priorities while meeting SLAs and deadlines. This role requires strong communication skills, the ability to coordinate across technical and business teams, and experience supporting operational processes within financial services or wealth management environments.
 
Key Responsibilities

• Manage the full incident lifecycle by logging, categorizing, prioritizing, and tracking incidents using established playbooks and intake processes, ensuring issues are resolved within defined SLAs and all records are complete, accurate, and audit-ready.
• Perform initial incident triage to determine whether issues are system-related, data-related, integration-related, user-related, or major incidents, and ensure timely assignment and resolution ownership.
• Proactively monitor and follow up on aging or high-severity incidents, validate implemented fixes with end users before closure, and ensure seamless resolution of operational issues.
• Provide functional and technical support for wealth management platforms and related applications, troubleshooting system errors, batch failures, reconciliation breaks, and data mismatches affecting day-to-day operations.
• Support daily operational processes within wealth operations and respond to critical business-impacting incidents, including coordinating with the Security Operations Centre (SOC) when high-priority situations arise.
• Identify recurring issues, collaborate with internal technology teams and external vendors to perform root cause analysis (RCA), contribute to problem records, and support implementation of permanent fixes.
• Act as a key liaison between Wealth Operations users, internal support and technology teams, and third-party vendors, ensuring clear and timely communication on incident status, impact, and expected resolution timelines.
• Translate technical findings and solutions into business-friendly language, communicate actionable next steps, and confidently facilitate discussions or status meetings with stakeholders and senior leadership.
• Monitor incidents related to system changes, releases, or enhancements, coordinate with business and operations teams to validate workflow stability, and support post-release issue tracking and stabilisation efforts.
• Maintain and continuously update knowledge articles, runbooks, standard operating procedures (SOPs), known errors, workarounds, and recovery documentation to enable faster and more consistent issue resolution.
• Analyse incident trends and operational performance to identify opportunities for process improvements, workflow optimisation, automation, and enhanced reporting capabilities.
• Operate effectively in a fast-paced environment by managing competing priorities, escalating issues appropriately, meeting deadlines, and maintaining a high standard of organization, diligence, and service quality.

 
Required Skills & Qualifications
Must-Have Skills

• Ability to work effectively in a fast-paced environment and prioritize tasks based on team and business needs.
• Highly organized, diligent, and able to meet defined SLAs and deadlines.
• Strong judgment in handling and escalating issues appropriately.
• Excellent verbal and written communication skills.
• Ability to liaise confidently with senior leadership, internal teams, and external stakeholders.
• Comfortable leading meetings and presenting updates to leadership teams.
• Ability to translate technical solutions into clear, actionable business steps.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, Teams).

 
Preferred / Nice-to-Have Skills

• Previous experience within the financial services industry.
• Prior experience supporting wealth management operations or wealth technology platforms.
• Familiarity with incident management tools such as ServiceNow.
• Exposure to operational support, application support, or service delivery environments.

 
  

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $47.05/hr.