Associate Software Technical Analyst

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place. 

Why choose Manulife? 

• Competitive Salary packages and performance bonuses 
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners) 
• Retirement savings benefit 
• Rewarding culture that values wellness and well-being 
• Performance Bonus 
• Global network of industry experts 
• Extensive training resources 

Job Description: 

We’re looking for an Associate Software Technical Analyst to join our team at MBPS. This role will be a liaison between internal customers, business partners, and project teams to ensure that application build will run as expected and that production issues are resolved within SLAs.  Working with a multiple support team, the successful candidate will help maintain applications, troubleshoot production defects, provide technical analysis and work with multiple stakeholders to drive issues to resolution.

Key Responsibilities: 

• Respond to emails and alerts generated by support monitoring tools
• Provide L2 analysis and troubleshooting support for different automation/application builds (both front end and back end on a case-to-case basis)
• Investigate production issues using tools such ServiceNow/MyServices, Postman, and other applications
• Maintain and support existing RPAs
• Incident ownership and management with on-call requirements on a roster basis
• Coordinate development efforts with the development team for enhancements and bug fixes
• Maintain application support documentation in SharePoint site
• Consistently apply the concept of continuous improvement
• Ad hoc responsibilities as directed by management

Qualifications: 

• Education & Experience: Bachelor's degree in a relevant field or non-technical degree with support experience. 1-5 years in Level 2 system support with monitoring tools.
• Skills: Ability to understand business processes and implement tech solutions and strong communication skills for technical and non-technical audiences.
• Nice to Have: Awareness of ITIL practices and familiarity with automation tools like A360, Power Apps, and Power Automate.
• Working Arrangement: Hybrid model: 3 days onsite per week; Night shift with potential for schedule changes.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM 

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Working Arrangement