Associate Software Technical Analyst
John Hancock Manulife
The Associate Software Technical Analyst is responsible for seamless functioning of technology and applications for the benefit of internal and external users.
Position Responsibilities:
- Assists with resolution of issues surfaced by support analysts
- Resolves technical issues and record transactions via ticketing system
- Promotes persistent issues to Engineers and Architects where necessary
- Enables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate users
- Create and maintain script libraries to triage most common issues
- Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
- Escalates persistent issues to engineers and architects where necessary
- Proactively makes suggestions for improvements based on understanding of availability SLA
- Platform: Focuses on configuring platform to enable software development
- Infrastructure: Focuses on configuring infrastructure to support platform
- Software: Focuses on configuring software to enable application development
- Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform
- Develops training material, processes and flows to enable users to optimize use of software/platform
- Basic business acumen, able to support delivery of value proposition
- Some positive impact to specific organizational entitles
- Works together in a small team with a common purpose, follows rules from team members
Required Qualifications:
Bachelor's Degree preferably IT related courses such as Computer Engineering, ECE, IT and Computer Science
5-6 years of related experience from insurance and financial industry is an advantage
Preferred Qualifications:
- Business acumen, ability to relate activities to Manulife business model
- Strong knowledge of object and data models; understanding of fields and attributes
- Strong ability to configure and resolve issues
- Understanding of user interfaces, ability to modify templates
- Needs class room training
- Needs mentoring from competent colleagues
- Needs recipes for tasks
- Is pointed in the direction of relevant trainings by his or her colleagues
- Most interpersonal skills meet requirements
- Moderate working knowledge of key aspects of role
- Staying abreast of developments in your own technical discipline
- Most straightforward tasks completed to acceptable standard, requires some iteration
- Requires guidance to link each step
- Understands the informal structure
- Constantly learns from both success and failure
- Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
- Proactively identifies opportunities for improvement in processes and workflows
- Monitors areas of persistent difficulty and creates materials to efficiently deal with them
- Customer obsessed
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 recruitment@manulife.com.
Working Arrangement