Associate Software Technical Support Analyst

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.
Working Arrangement
Hybrid

Manulife Canada is seeking a self-motivated Software Technical Support Analyst to join our Insurance Support team who brings fresh ideas and demonstrates deep technical support knowledge. The successful applicant will be involved with day to day application support for our Insurance systems. You will work with our business users and Engineering squads, to ensure that the systems/applications are available and stable when required.
As a Software Technical Support Analyst, who is passionate about resolving issues and problems your responsibilities will include:

• Become the technical authority for our systems and applications.
• Maintain high quality software, with accountability for production availability, reliability and usage taking a well-rounded view of system health.
• Mentoring/coaching associate-level team members.
• Building positive relationship with the many business partners/users, engineering team and other IT groups to uncover struggles and opportunities to deliver new business value through software
• Remain current on standards, technologies, approaches, and methodologies (i.e. PCF, AKS and/or Azure SQL Server PaaS)
• Be part or lead initiatives to develop and improve standards and methodologies.
• Provide application support to our business partners, internal and external teams to debug or trouble shoot sophisticated application issues (both day time and on-call support)
• Keeping aligned with our various Audit and Operational Risk Management standards

Requirements

• Ability to understand business process requirements and through the use of technology, conceptualize creative solutions through to implementation
• Relational Databases (MS SQL, Oracle), NoSQL (Cosmos, MongoDB) Visual Studio
• Perl script
• Demonstrable ability to multitask both independently and within a team
• Site Reliability toolkits (Devo, Dynatrace, New Relic)
• JavaScript and/or NodeJS
• Incident / Change management tools (Service now or similar)
• Knowledge of ITIL practices with working experience in change management, problem management, and incident management process
• You are dedicated to operational service improvement. This is part of who you are and with your support we will ensure the team is operating as efficiently as expected
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks & self driven, offering creative recommendations.
• Azure, Pivotal or other cloud based platforms
• .NET, NodeJS or similar code development
• 3+ years of demonstrated ability as Applications Support Engineer
• Windows and Unix Operation Systems
• Jira
• Superb communication skills: We communicate A LOT so being able to be clear and concise with both written and oral communications with a measure of tact is a must. Converting tech-speak to plain language is a definite bonus
• Successful candidate will have solid understanding and/or experience in some of the following technologies:

What can we offer you?

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A competitive salary and benefits packages.
• A focus on growing your career path with us.
• Professional development and leadership opportunities.
• Flexible work policies and strong work-life balance.

Our commitment to you

• Values-first culture We lead with our Values every day and bring them to life together.
• Continuous innovation We invite you to help redefine the future of financial services.
• Championing Corporate Citizenship We build a business that benefits all partners and has a positive social and environmental impact.
• Boundless opportunity We create opportunities to learn and grow at every stage of your career.
• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Waterloo, Ontario
Salary range is expected to be between
$58,650.00 CAD - $97,750.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.