Support 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 a Support Analyst to join our GWAM Tech Production Services team at MBPS. In this role, you are expected to:

• Provide solutions to technical issues and is responsible for meeting agreed service level agreements and ensuring the deliverables are of high quality.
• Provide training to new hires, cross trainings, coaching, quality checking, queue managing, updating team’s documents, and providing support to BU and team lead.
  
  

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities

• Perform higher level analysis and troubleshooting by coordinating with L2 Support to resolve application issues.
• Conduct/attend knowledge transfer, shadow training, reverse shadow training, cross trainings, coaching, quality checking, queue managing and updating team’s documents.
• Generate, monitoring and provide hourly, daily, weekly, and monthly reports to business managers.
• Perform Ad Hoc tasks and fulfill special projects and process improvements like automation assigned by Onshore and Offshore Leads.
• Identify issue and apply necessary corrective action or ensure request, incident and change tickets are assigned to the correct resolver group.
  
  

Qualifications

• Education: Bachelor's Degree holders are welcome to apply.
• Experience: At least one to two years of relevant experience in L1 or L1.5 Support
• Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Minimum Skills to Hire/Must Haves: Excellent working knowledge in the following applications and ticketing system tools listed:
  
  

Required Application Specific Knowledge

• ServiceNow
• JIRA
• Voyager
• Confluence
• Sharepoint
  
  

Preferred/Nice To Have

• CAWLA
• PowerBI
• Power Automate
  
  

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

Hybrid