The Associate Support Analyst provides support and services related to basic technical concerns and user access management, including ID creation, modification, termination, and log-on issues, for all Business Units that use the AWD application. The role also includes monitoring AWD Robot servers and handling service desk tasks such as logging task reports and responding to inquiries across different service desk teams within the Canada Division.

Responsibilities:

• Perform day‑to‑day security administration processes, including ID creation, access provisioning, ID modification, and account terminations for Production and Non‑Production AWD/EFS systems.
• Provide password reset support to Canadian AWD and EFS users (Prod & Non‑Prod).
• Gather and validate required information for requests to ensure compliance with audit and policy standards.
• Respond to basic training‑related AWD inquiries (e.g., look‑up not working, hidden windows, navigation issues).
• Manage incident tickets assigned to the team, including responding, following up, resolving, and closing tickets within SLA.
• Provide support for simple image‑related issues.
• Participate in monthly audits (e.g., 90‑Day User Access Audit) as required.
• Perform RPA (robot) monitoring tasks.

Required Qualification:

• Bachelor's degree in Computer Science, Information Technology or equivalent.

• Must pass current job expectations and meet performance metrics.

• Must not have any attendance issues and have not received any disciplinary action.

• Willing to work on rotating schedule. (24 by 7)

Preferred Qualification:

• Strong customer service and team orientation aptitude.

• Ability to work independently and manage multiple tasks within a heavy workload environment

while meeting service quality and turnaround objectives.

• Keen to details and ability to follow instructions.

• Strong communications skills, both written and oral, at both technical and business levels.

• Good analytical and problem-solving skills.

• Good influencing and negotiating skills dealing with staff at all levels.

• Team player.

Technical Skills:

• Knowledge of security administration software/tools in use on the various technology platforms

supported, e.g. (MS Outlook, Active Directory etc.).

• Basic knowledge of AWD Workflow

• Strong PC and LAN/WAN/AD technologies literacy.

• Basic knowledge of technologies in use at Manulife covering mainframe, midrange (Windows,

UNIX & AS400) technologies.

• Current knowledge of computer security principles.

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.