Toronto Employment Platform

Application Support Analyst


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

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.

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