Support Analyst

We’re looking for a Support Analyst to join our team at MBPS. In this role, you’ll be instrumental in providing responsive and effective support to users across GWAM. You’ll handle issue resolution, user and application administration, batch job monitoring, help optimize workflows and create process improvements. Your contributions will support business continuity and drive improvements through collaboration and data-informed decision-making.

Position Responsibilities

• Identify Improvement Opportunities, Analyze current workflows, and procedures to identify inefficiencies or bottlenecks and initiate process improvements and automation.
• 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 training, coaching, quality checking, queue managing and updating team’s documents.
• Generate, monitor, 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 issues and apply necessary corrective action or ensure request, incident and change tickets are assigned to the correct resolver group.
• Amenable to work UP Ayala Technohub (Quezon City) or Manulife Center, Mactan Newtown (Cebu)
• Amenable to work on a hybrid set-up (3x a week onsite)
• Amenable to work in any shift schedule assigned (night shift; but flexible depending on business need)
  
  

Required 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.
• 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
• Power Apps
• Power BI / Power Automate
• JIRA
• Voyager
• Confluence
• Sharepoint
• MPS
• Simcorp
• FINDUR
• E!LMS
  
  

Preferred Qualifications

• CAWLA
  
  

When You Join Our Team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
  
  

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