Customers are more likely to purchase your service when they have a trusted relationship with you. Gaining insight into how they interact with us helps build that trust. We are committed to creating meaningful connections with our customers, and we need your help to achieve this.

We are looking for a Support Analyst who is passionate about providing exceptional customer support across various platforms. Our focus is on delivering the products and services our customers desire, in the manner they prefer.

If you have a passion for delivering outstanding customer service experiences, we want to hear from you. Join us in making a difference by fostering strong, trusted relationships with our customers.

Position Responsibilities:

·         Perform day to day security administration processes, including adding, including ID creation, add access, modify ID, and terminations (Prod & Non Prod AWD/EFS) systems accesses.

·         Provide answers to first level questions/inquiries to CDN and JH Users of AWD (Prod & Non Prod)

·         Manage Incident and Request tickets assigned to the team (response, follow up, resolved, and closing of tickets) within SLA.

·         Responsible to check and monitor daily notification received related to the AWD server (ST, RIP Notes) and involve in weekend testing change.

·         Provide reports to superiors and Business Units as required

Minimum Skills Requirement to Hire:

·         Minimum of 1-2 years of experience in a customer support or help desk role

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

·         Experience in troubleshooting technical issues and providing software support.

·         Proficiency in using support ticketing systems (ServiceNow, JIRA)

·         Excellent verbal and written communication skills.

·         Strong problem-solving and analytical skills.

·         Knowledge of security administration software/tools in use on the various technology platforms supported, e.g. (MS Outlook, Active Directory etc.).

·         Willing to work on rotating schedule. (24 by 7) Soft skills:

·         Strong customer service and team orientation aptitude.

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.

• RPA Monitoring / RPA robots related back ground

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 [email protected].

Hybrid