The Global HR Employee Experience Design team is all about creating experiences employees love and is focused on understanding the needs of its colleagues and providing solutions that simplify the complex to make lives easier. By enabling personalized, curated experiences in the moments that matter, we help make every day better. 

As an Experience Solutions Analyst within the Global HR Employee Experience Team, you are always looking for ways to innovate and improve the Employee Experience, promoting and advocating for our technology. You enjoy constantly learning and applying new advances in technology for the organization that exemplify and uphold our vision and strategy.

Because you are highly technical and end-user focused, you’re able to identify problems or risks and develop forward thinking solutions that you can authoritatively explain back to the clients’ using visuals and language they can understand. You know when to challenge, when to ask for help or when to go above and beyond for success.

You’ll think and act globally while addressing local nuances supporting our technology solutions. You will collaborate and build partnerships across HR as well as with Group Functions Technology (GFT), Compliance, Finance, and other areas of the business.

This position is full-time, hybrid role, and may require rotating shift.

What will you do?

Reporting to the Manager, Experience Solutions you will:

• Support and deliver high volume, time-sensitive Tier II HR case from our clients in alignment with our SLAs
• Partner with key stakeholders to deliver on cyclical activities (Vendor Releases, Audits, etc), supporting improvements and problem solving related to the processes
• Administer and execute deliverables related to maintenance, audit, and security within our HR technology (including mass loads, cyclical audits, data integrity activities, security access, escalated transaction support, etc.)
• Act as technical support to troubleshoot escalated technical issues
• Identify trends and provide recommendations in support of simplifying and improving processes and procedures to improve effectiveness and enhance service provided to customers and drive data accuracy and global compliance.
• Create and maintain detailed configuration and standard operating procedures (SOPs)
• In a supporting role on multiple concurrent projects that require inputs from cross-functional stakeholders while managing expectations and impact on end users
• In a supporting role assist with impact assessments, regression testing and communication plans

• Stay current with latest advancements and opportunities within our suite of HR technology  

What we are looking for:

Required Qualifications

• 1 + years of Workday system administration experience or similar HRIS system
• Bachelor’s degree in human resources, Management Information System, or equivalent work experience
• Experience with Salesforce, Edcast or Cornerstone is asset
• Experience with a large global organization and able to work under tight timelines and prioritize work effectively to deliver successfully
• Proficient in MS Office suite including Excel, PowerPoint, Word
• Demonstrated experience handling highly sensitive and confidential information with discretion and professionalism within data privacy standards

Additional Education and Experience

• Workday Security Administration experience is asset
• Experience with JIRA or use and configuration of Salesforce for Case Management or similar application an asset

• Experience working in agile environment is asset

Key Skills

• Excellent customer service, communication and relationship building skills, including assessing needs, building rapport, and managing expectations through open and frequent communication
• Effective technical acumen, logic, judgement, and decision making
• Proven demonstration of initiative and desire to build skills in new areas
• Solid understanding of data - how to obtain, how to interpret, how to use for analysis and to help drive decisions
• Strong attention to detail and time management skills
• Exemplify ethics and uphold all data privacy and compliance policies

What can we offer you? 

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

Our commitment to you 

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

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