Problem Management Analyst
John Hancock Manulife
The Opportunity
We’re seeking a Problem Management Analyst to join our team at Manulife. You’ll bring hands-on experience in IT Problem Management and a solid understanding of ITIL v4 best practices. You’ll lead root cause investigations, drive permanent solutions, and help ensure continued IT service reliability.
Our Problem Management team facilitates and coordinates root cause investigations and operational improvements. We aim to minimize disruptive incidents and ensure applications and services remain available, reliable, and compliant with SLAs. We take pride in making a difference—and having fun while doing it!
Position Responsibilities:
Facilitate root cause investigations for incidents affecting production services
Apply RCA and guide others in their use (Familiarity with various RCA techniques like 5 Whys, Brainstorming, and Kepner-Tregoe)
Use technical and infrastructure knowledge to support RCA efforts
Champion a proactive culture of incident prevention
Communicate post-incident lessons learned to stakeholders
Ensure problem management activities meet SLA timelines
Guide investigations through the documented problem management process
Participate in cross-functional meetings (incident, problem, change)
Promote automation to reduce manual errors and effort
Adapt to shifting priorities in a dynamic environment
Build strong relationships with business partners, vendors, and IT teams
Ensure compliance with audit and operational risk standards
Report on service availability, performance, and recurring issues to support leadership decision-making
Required Qualifications:
1-3 years of experience in IT Problem Management or RCA facilitation and Incident Management
Post-secondary education or equivalent experience in IT Operations/Support
ITIL™ Foundation certification (v3 or v4)
Strong customer service orientation
Confidence to ask tough, probing questions
Ability to manage and guide investigations effectively
Experience working with vendors and holding them accountable
Excellent collaboration and relationship-building skills
Tenacity in driving investigations to resolution
Commitment to diversity, equity, and inclusion
Experience with ITSM tools (e.g., ServiceNow)
Preferred Qualifications:
A great sense of humor—our team works hard and has fun!
Familiarity with RCA techniques from brainstorming to Kepner-Tregoe
RCA facilitation certification
Ability to motivate others to engage in problem management
Understanding of the Financial Services or Insurance industry
Experience working with global teams across time zones
Experience with ServiceNow’s Problem Management module
Background in ITSM practices like Change, Incident, or Service Level Management
ITIL V3 or V4
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ServiceNow
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