Associate Service Assurance Analyst
John Hancock Manulife
We’re looking for an Associate Service Assurance Analyst to join our Segment Tech - Service Assurance] team at MBPS. In this role, your core responsibility is to perform Process Quality Assurance (PQA) for measuring various metrics and to help Delivery teams to be audit ready.
Position Responsibilities:
Conduct monthly Process Quality Assurance (PQA) for various shared services across the segment (Eg : Release, Service Management, Risk and Asset Inventory etc.)
Collaborate with process owners and delivery teams to gather evidences, reviews and consolidation of monthly PQA reports
Support in identifying the areas of improvement based upon the findings, trend analysis and work with respective teams for improvements
Participate in audit related activities (internal / external) and support the finding closure activities
Update related process documents and assist in trainings
Periodic review on existing PQA process and explore opportunities to automate reports / dashboards
Required Qualifications:
Education: Any Bachelor’s Degree.
Experience: 3+ years of relevant work experience on business analysis or any IT Service Management functions
Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
Shift Schedule: Amenability to work Night Shift (8am to 5pm EST).
Preferred Qualifications:
Working experience or knowledge to any of Incident, Problem, Change, Risk, IT Asset Inventory and Release Management
Experience in ensuring processes meet certain standards.
Ability to work with high accuracy and integrity.
Passionate about learning and can easily adapt to changes.
Ability to create and maintain good working relationships.
Ability to see the big picture or see how small details contributes to the overall success of the organization.
Working experience or knowledge in PowerBI reporting
Nice to have: Background in JIRA and Confluence.
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