Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Description
Key Accountabilities:Individual Accountabilities:Responsible for seamless functioning of technology and applications for the benefit of internal and external usersAssists 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 membersJob Requirements: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 obsessedDecision Authorities:Able to work well with close supervision
Not yet capable of tackling new problems by him/herself, needs support with problem solving
If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. 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 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of December 31, 2018, we had over $1.1 trillion (US$794 billion) in assets under management and administration, and in the previous 12 months we made $29.0 billion in payments to our customers.Our principal operations in Asia, Canada and the United States are 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.Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
