We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Hybrid

Job Description

The opportunity

The Senior IT Business Analyst is a role that supports the End User Experience team within the Enterprise Technology & Services (ETS) organization. Primary responsibilities will be in the management of PC Hardware Lifecyle and IT Order Desk, ensuring the smooth and effective operation in these functions. The analyst may be involved in other functions within End User services such as Service Desk and Deskside Support. He/She will be required to collaborate closely with the internal and/or external partner service provider in addressing operations and performance matters. As part of the role, the analyst will be expected to own and drive initiatives within the End User services team.

Responsibilities

• Key responsibilities of the Senior IT Business Analyst include the following.

• Support the day-to-day operations and management of the End User support services, specifically in the areas of PC Hardware Lifecycle Management and IT Order Desk.
• Collaborate with the service provider and drive the delivery of services at the committed levels.
• Handle escalations, ensure satisfactory resolution and collaborate with service provider for improvement and preventive measures.
• Drive partner service provider towards continuous service quality improvements.
• Propose appropriate performance metrics to drive service excellence.
• Engage actively in weekly Operations Review meetings with service provider, driving discussions towards constructive outcomes.
• Perform quality checks on tickets and record updates (eg. CMDB) done by the service provider.
• Ensure process adherence.
• Validate accuracy of regular reports provided by service provider.
• Prepare and analyse ad-hoc and regular operational reports to identify issues and work towards resolution and improvements.
• Review operations manual documented by service provider.
• Disseminate and provide support information, documentation and enablement requirements (eg. system access rights, training, etc) to service provider timely.
• Promote the use of tools and technologies for more efficient management.
• Collaborate with support teams and vendors to improve the knowledge and capabilities of service provider to improve overall user experience.
• Drive the implementation of projects and initiatives related to End User Experience in the region

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Knowledge/Skills/Competencies/Education:

  Preferable Skills and Attributes:

• Good operations experience in End User IT support environment.
• Strong practical experience in managing PC Hardware Lifecycle and IT Order Desk.
• Strong vendor and partner management skills
• Familiar with managing outsourced services
• Knowledgeable in End User Support tools and processes (eg. ServiceNow, CMDB)
• Familiar with ITIL processes, in particular Incident Management and Configuration Management.
• Good verbal and written communication skills.
• Good logical thinking skills.
• Good data analysis and problem-solving skills with a keen eye for details.
• Skilled in using MS Excel to perform data analytics.
• Customer-oriented mindset
• Familiar with Asia culture
• Agile and adaptable in a dynamic environment
• Good time management skills with the ability to recognize priorities and effective work procedures.

Required

• Bachelor's Degree or Diploma in the field of Information Technology.

3-5 years of team leader experience in an End User IT services environment.

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
  We invite you to help redefine the future of financial services.
• 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 group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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].