We are looking for a Product Support Analyst to join a leading organization in the Financial Industry, supporting digital platforms that serve business clients in Toronto, Ontario. This Long-term Contract position begins as a 6-month engagement with the potential to extend or transition into a permanent opportunity, and follows a hybrid schedule with four days in the office. In this role, you will help strengthen the client experience by resolving complex platform issues, improving support processes, and working closely with business and technology partners. French language skills are considered an asset.

Responsibilities:

• Deliver advanced application support for digital tools by assessing incoming issues, setting priorities, and driving timely resolution for client-facing teams, customers, and external partners.

• Work closely with internal stakeholders, technology teams, third-party vendors, and development resources to investigate incidents, clarify business needs, and coordinate effective solutions.

• Provide clear guidance on platform functionality, support procedures, known issues, and recommended workarounds to both technical and non-technical audiences.

• Develop and refine operational documentation, knowledge base content, user instructions, and process materials to improve consistency and knowledge sharing.

• Contribute to release readiness by supporting testing activities, validation efforts, issue tracking, stakeholder updates, and communications related to incidents or service interruptions.

• Review support trends, recurring problems, and user feedback to identify root causes and recommend lasting improvements to platform performance and user experience.

• Maintain up-to-date knowledge of digital products, feature changes, and relevant industry practices to enhance service quality and support continuous improvement.

• Partner with cross-functional teams to support the successful rollout and adoption of enhancements to digital solutions and related operational processes.

• Experience supporting digital platforms, business applications, or product environments with a strong focus on issue resolution and client service.
• Strong communication skills with the ability to explain technical concepts clearly through verbal updates, written documentation, and stakeholder-facing communications.
• Proven ability to create and maintain procedures, knowledge articles, training materials, or operational documentation.
• Hands-on experience working with cross-functional partners, including vendors, development teams, and business stakeholders, in a collaborative environment.
• Knowledge of troubleshooting methods, process improvement practices, and root cause analysis within a support or operations function.
• Familiarity with tools and concepts such as SQL, JIRA, release coordination, validation activities, or UX-related enhancements is considered an asset.
• Background in financial services or other regulated, service-driven environments is preferred.
• Bilingualism in English and French is an asset.

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