The Associate Software Technical Analyst is responsible for seamless functioning of technology and applications for the benefit of internal and external users.

Position Responsibilities:

Assists with resolution of issues surfaced by support analystsResolves technical issues and record transactions via ticketing systemPromotes persistent issues to Engineers and Architects where necessaryEnables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate usersCreate and maintain script libraries to triage most common issuesMonitors and reports persistent issues to enable Technical Product Owner to manage vendor relationshipsEscalates persistent issues to engineers and architects where necessaryProactively makes suggestions for improvements based on understanding of availability SLAPlatform: Focuses on configuring platform to enable software developmentInfrastructure: Focuses on configuring infrastructure to support platformSoftware: Focuses on configuring software to enable application developmentUses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platformDevelops training material, processes and flows to enable users to optimize use of software/platformBasic business acumen, able to support delivery of value propositionSome positive impact to specific organizational entitlesWorks together in a small team with a common purpose, follows rules from team members ​

Required Qualifications:

Bachelor's Degree preferably IT related courses such as Computer Engineering, ECE, IT and Computer Science

5-6 years of related experience from insurance and financial industry is an advantage

Preferred Qualifications:

Business acumen, ability to relate activities to Manulife business modelStrong knowledge of object and data models; understanding of fields and attributesStrong ability to configure and resolve issuesUnderstanding of user interfaces, ability to modify templatesNeeds class room trainingNeeds mentoring from competent colleaguesNeeds recipes for tasksIs pointed in the direction of relevant trainings by his or her colleaguesMost interpersonal skills meet requirementsModerate working knowledge of key aspects of roleStaying abreast of developments in your own technical disciplineMost straightforward tasks completed to acceptable standard, requires some iterationRequires guidance to link each stepUnderstands the informal structureConstantly learns from both success and failureGood verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomesProactively identifies opportunities for improvement in processes and workflowsMonitors areas of persistent difficulty and creates materials to efficiently deal with themCustomer obsessed

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 recruitment@manulife.com.

Working Arrangement

Hybrid