Description
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Customers are more likely to purchase your services when they have a trusted relationship with you. Having insight into how they interact with you helps to build that trust. Help us create a connection with our customers. We are looking for a Support Analyst with a passion for supporting customers on various platforms. We are focused on providing our customers with the products and services they want, in the way they want them. If you have a passion for delivering exceptional customer experiences, we want to hear from you. We think you would be a great fit if:
You love to work collaboratively with Clients, Vendors and IT Peers to provide exceptional support to our customers
You excel at troubleshooting complex problems
You enjoy working with people across many different teams
You are confident, and thrive in high pressure situations
Your motto is “Just Do It!” because you like to get a lot done
What will you be doing:
You will work closely with Analysts, Integrators, Release Managers and Business Units to ensure application problems are being resolved
You will coordinate the resolution of major incidents, engaging internal teams and Vendors
We are building a practice, we need governance, process and procedures – you will help us define these
You will work with our business partners to ensure we are meeting expectations and adjust when needed
As we grow you will work closely with other teams in the organization
You will look for places to improve service and implement new processes
You will be part of a 24 x 7 on-call rotation Qualifications
We need you to have a number of these:
Experience as a Technical Support or Business Analyst
ITIL knowledge or Certification
You have ability to work under heavy pressure
You have excellent knowledge of financial services
You have strong analytical and problem solving skills
You love learning and champion change
You have strong time management skills
You are fun to be around and we can count on you
Assets:
Knowledge of any of the technologies/services: AWD, DocuSign, Robotics Processing Automation (RPA), Optical Character Recognition (OCR), API’s & Web Services
Location: This position is available in our Kitchener-Waterloo, Ontario location
About Manulife Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers’ needs first and providing the right advice and solutions. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. As of September 30, 2017, we had over $1 trillion (US$806 billion) in assets under management and administration, and in the previous 12 months we made $27.1 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.
