Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

People Leader Role: No

Key Accountabilities:

Individual Accountabilities:

  • Responsible for seamless functioning of technology and applications for the benefit of internal and external users
  • Assists with resolution of issues surfaced by support analysts
  • Resolves technical issues and record transactions via ticketing system
  • Promotes persistent issues to Engineers and Architects where necessary
  • Enables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate users
  • Create and maintain script libraries to triage most common issues
  • Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
  • Escalates persistent issues to engineers and architects where necessary
  • Proactively makes suggestions for improvements based on understanding of availability SLA
  • Platform: Focuses on configuring platform to enable software development
  • Infrastructure: Focuses on configuring infrastructure to support platform
  • Software: Focuses on configuring software to enable application development
  • Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform
  • Develops training material, processes and flows to enable users to optimize use of software/platform
  • Basic business acumen, able to support delivery of value proposition
  • Some positive impact to specific organizational entitles
  • Works together in a small team with a common purpose, follows rules from team members

Job Requirements:

  • Business acumen, ability to relate activities to Manulife business model
  • Strong knowledge of object and data models; understanding of fields and attributes
  • Strong ability to configure and resolve issues
  • Understanding of user interfaces, ability to modify templates
  • Needs class room training
  • Needs mentoring from competent colleagues
  • Needs recipes for tasks
  • Is pointed in the direction of relevant trainings by his or her colleagues
  • Most interpersonal skills meet requirements
  • Moderate working knowledge of key aspects of role
  • Staying abreast of developments in your own technical discipline
  • Most straightforward tasks completed to acceptable standard, requires some iteration
  • Requires guidance to link each step
  • Understands the informal structure
  • Constantly learns from both success and failure
  • Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
  • Proactively identifies opportunities for improvement in processes and workflows
  • Monitors areas of persistent difficulty and creates materials to efficiently deal with them
  • Customer obsessed

Decision Authorities:

  • Able to work well with close supervision
  • Not yet capable of tackling new problems by him/herself, needs support with problem solving

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of September 30, 2020, we had $1.3 trillion (US$943 billion) in assets under management and administration, and in the previous 12 months we made $31.2 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention,advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin,colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife/John Hancock policies.To request a reasonable accommodation in the application process, contact [email protected]

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