Associate Software Technical Analyst

The successful candidate will be a liaison between internal customers, business partners, and project teams to ensure that application build will run as expected and that production issues are resolved within SLAs. Working with a multiple support team, the successful candidate will help maintain applications, troubleshoot production defects, provide technical analysis and work with multiple stakeholders to drive issues to resolution.

Position Responsibilities:

• Respond to emails and alerts generated by support monitoring tools
• Provide L2 analysis and troubleshooting support for different automation/application builds (both front end and back end on a case-to-case basis)
• Investigate production issues using tools such ServiceNow/MyServices, Postman, and other applications
• Maintain and support existing RPAs
•  Incident ownership and management with on-call requirements on a roster basis
• Coordinate development efforts with the development team for enhancements and bug fixes
• Maintain application support documentation in SharePoint site
• Consistently apply the concept of continuous improvement
• Adhoc responsibilities as directed by management

Required Qualifications:

• Bachelor's degree in computer science, Information Technology, Information Systems, or any related course
• Minimum 1-5 years working experience supporting systems at Level 2 (support)
• With experience in using monitoring tool and support tool
• Ability to understand business process requirements and using technology, conceptualize creative solutions through implementation
• With good communication skill, able to express thoughts and ideas easily and well. Can clearly communicate with non tech and technical person
• Open also for applicant with degree of non-technical course but with experience in providing support to business and/or application

Nice to have:

• Awareness of ITIL (incident, problem, change management) practices in aligning IT services with the needs of business. 
• Knowledgeable with database structures and methodologies
• Familiarity with Automation and Technolgy like A360, Power Apps, Power Automate and the likes

Working Arrangement: Hybrid (Required to work 3x onsite /week but may change depending on the situationShift schedule: Morning/Mid (Schedule may vary depending on Business needs)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].

Hybrid