The customer is the focus of everything we do; by enabling our colleagues we help our customers. 

Employee Experience Technology Team is seeking a strong executor and communicator, who is obsessed with delivering value to our colleagues, is forward-thinking, and excited work with our colleagues to improve experiences.  

Position Responsibilities:

• Learn and understand our colleague’s IT environment and tools

• Share information about our corporate tools and technology

• Identify gaps and needs for our colleagues to improve productivity

• Collaborate with business areas to identify training needs and support the development and implementation of an IT training plan

• Conduct internal training on key tools to support employee collaboration and productivity

• Support the onboarding process and new hire orientation

• Support IT Change management (including risk and compliance related changes)

• Review communications and facilitate sessions that will improve the employee experience

• Understand IT processes that enhance or detract from the employee experience. Collaborate with leaders and employees to continually evolve the experience to retain key talent

• Support implementations to improve the employee experience by ensuring changes are relevant and implementation plan account for local ways of working

• Partner with the local HR and IT teams locally to understand what tools, and technologies and the value these tools offer, understand use cases to support the business and possible rationalization

Required Qualifications:

• Proficiency in using the ITSM frameworks, such as the ITIL framework for efficient IT service management

• Experience with the SDLC approach

• Familiarity with the Service Now platform

• Strong “automation-first” mindset

• Proficiency in collecting support information and handling incident resolution and change requests

• Proficiency in providing advanced technical support on software, hardware, business processes, and services through multiple channels

• Proficiency at scripting, maintaining script catalogues and improving script efficiency

• Strong ability to configure components and resolve issues

• Familiarity with remote support tools

• Experience in collaborating with architecture, operations teams, business departments, and external vendors to ensure effective technology lifecycle management and problem resolution

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