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

We are seeking a talented Service Management Architect with a focus on ServiceNow to join our team. This role involves designing and implementing complex systems, integrating ServiceNow with various modules and external systems to meet technical and functional requirements.
 

What we are looking for

• 5 - 7 years of experience in designing complex systems, integrating products like ServiceNow with Enterprise Architecture focus.

• Sound working knowledge of the Now Platform and core architecture and IT Service Management modules, including Service Catalog, Incident, Change, CMDB, Asset Management, Service Level, Knowledge, Mobile Agent, and Self-Service Portal.

• Expertise in ServiceNow architecture, CSM Platform capabilities, configuration, integration, and data security.

• Strong understanding of system architecture, design, and delivery in the ServiceNow platform.

• Ability to optimize the ServiceNow data model and enforce coding standards and conventions.

• Experience in performance analysis, health checks, and system architectural implications.

• Excellent communication and organizational skills.

• Ability to effectively deal with stakeholders in challenging situations.

• Understanding of regulatory requirements and organizational standards, including security.

• Knowledge of system design life cycle models and cloud computing architectures.

• Planning and decision-making skills.

• Proficiency in problem-solving, critical thinking, and decision-making.

• Ability to use a variety of design tools.

• ITIL v4 certifications

• ServiceNow Master Architect certification will be a Hugh plus.

On the Job You Will:

• Architect and implement ServiceNow CSM, integrating it with other modules and external systems.

• Conduct architectural analysis, evaluation, and design of systems to solve complex business and technical problems.

• Review existing system architecture and recommend improvements.

• Provide expert consulting, and demonstrate in-depth knowledge of ServiceNow architecture and IT Service Management principles

• Lead and deliver requirements, scoping and design workshops, ensuring requirements are well understood, documented, and actionable

• Maintain deep, comprehensive knowledge of ServiceNow's capabilities and constraints and how they can improve ServiceNow experience for our clients

• Exhibit hands-on experience with the design and, implementation and support of ServiceNow IT Service Management capabilities such as Asset Management, CMDB, Service Catalog, Incident, Problem, Knowledge Management practices, and know how these, and the other ITIL practices, integrate

• Specify functional and technical requirements for complex business problems.

• Implement architectural governance, standards, and metrics.

• Ensure team members understand system architectural implications of requirements.

• Lead the development and customization of ServiceNow applications, modules, and workflows.

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 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].