Support Analyst

Key Accountabilities: (primary reasons for the existence of the job)

• Excellent knowledge and skills on all GWAM and other applications supported by the team.
• Provide training, coaching and mentoring if deemed necessary
• Take necessary action-plans to conduct cross-training if needed
• Update and apply the team’s best practices and standards across the team.
• Maintain thorough and accurate documentation of procedures and workflows.
• Conduct training calibration on a quarterly basis.
• Estimate and plan work efforts and provide regular status on planned activities.
• Provide oversight on all incident and service request assigned to the team.
• Review and approve Change Management tickets and assign a resource responsible for implementation.
• Accurate time accounting and reporting of team's work.
• Promptly escalate issues which have service impact and send out communication to management, system owners, and Users.
• Conduct 2nd pass review and provide feedback within the discussed frequency.
• Delegate tasks fairly and equally, assign tasks based on individual skills and their capacity.
• Identify areas of improvement and collaborate with interested parties to drive change with a focus on efficiency and risk management.
• Continuously encourage team's productivity by conducting regular meetings and coaching.
• Work with the team lead to ensure that there's a 24/7 coverage this includes creating a backup plan in case one of the staff is unavailable to report to work due to emergency or scheduled vacation leaves.
• Provide performance feedback for Junior/Senior associates when needed.
• Assist team lead in the special project coordination/management.
• Provide coverage for the on-shore and off-shore team leads when unavailable.
• Perform ad hoc or any other tasks that maybe assigned from time to time
  
  

The Candidate

Minimum Skills Requirement to Hire:

• At least 1 year tenure in their current position
• Must pass current job expectations and meet performance metrics
• Must not have any attendance issues and have not received any disciplinary action
• College degree or equivalent experience (IT preferred)
  
  

Technical Skills

• Excellent Understanding and experience on Investment or Trading System
• Good working knowledge in Windows and web-based application environments
• Good working knowledge in Microsoft Office
• ITILv3 certified is a plus
• Excellent working knowledge in the following applications and ticketing system tools listed:
  
  

Application Specific Knowledge

• ServiceNow
• Bloomberg
• Workday
• MS Word, Excel and PowerPoint
• O365
• Bloomberg
• Findur
• Enterprise!LMS
• Sharepoint
  
  

Soft Skills

• Strong customer service and interpersonal skills
• Strong organization skills with emphasis on details and follow-up
• Solid analytical and problemsolving skills
• Strong English communication skills both verbal and written
  
  

Process Specific Knowledge

• SLA.
• Ticket assessment and common intake
• User & Portfolio Administration Request
• Report Creation
• Report Analysis
• Application Administration
• Incident, Change and Problem Management
• Investigation and Escalation
  
  

“Changes to the roles and responsibilities may apply depending on business needs and requirements.”

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

Hybrid