Associate Software Technical Analyst

We’re looking for an Associate Application Support Analyst to join our GWAM Tech Production Services team at Manulife. In this role, you will:

Position Responsibilities 

• Provide timely and effective solutions to technical issues while meeting agreed service level agreements (SLAs) and ensuring high-quality deliverables. 
• Support team operations through training, coaching, documentation updates, queue management, and collaboration with business units and team leaders. 
• Perform analysis and troubleshooting activities, coordinating with L2 Support teams to resolve application-related issues. 
• Prepare and monitor daily, weekly, and monthly reports, while supporting ad hoc requests and special projects from onshore and offshore stakeholders. 
• Identify issues, implement corrective actions, and ensure incidents and change requests are properly routed to the appropriate resolver groups. 

Required Qualifications 

• At least 2 years of relevant work experience, or a bachelor’s degree holder (open to fresh graduates). 
• Minimum 1 year of experience in L1 Application Support or L1.5 Batch Job Support for internal candidates.
• Completion of a bachelor’s degree in a relevant field. 
• Willingness to work in a hybrid setup (onsite and remote depending on business needs). 
• No specific licenses required. 

Preferred Qualifications 

• Familiarity with tools such as ServiceNow, CAWLA, SharePoint, Power BI, Power Automate, Power Apps, CoPilot Studio, JIRA, Aladdin Blackrock, and Confluence. 
• Experience in reporting, analytics, or dashboard creation. 
• Exposure to training, knowledge transfer, or coaching activities. 
• Strong collaboration skills with cross-functional and L2 support teams. 
• Ability to manage queues, documentation, and process improvements. 

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].