Technical Analyst

Manulife; Southwestern Ontario; Hybrid; CAD 73,000 - 123,000; Full time

Job summary

A leading financial services provider in Southwestern Ontario is looking for a dynamic Technical Analyst. The successful candidate will manage client interactions, ensure efficient service delivery, and develop reports using tools like Power BI and SQL. Candidates should have over 3 years of relevant experience, strong communication skills, and a solid understanding of service management. This hybrid role offers a competitive salary range from $73,725 to $122,875 CAD and customizable benefits.

Benefits

Health and dental benefits

Mental health support

Generous paid time off

Retirement savings plans

Qualifications

• 3+ years as Technical Analyst.
• Experience in Service Management and ITIL practices.
• Ability to tailor communication style based on audience.

Responsibilities

• Develop and maintain client reports using tools.
• Implement and manage Inbound SSO Protocols.
• Enhance documentation for internal teams.

Skills

Technical Analyst experience

Service Management

Communication skills

Power BI

SQL

Power Automate

New Relic

AWS

JIRA

ServiceNow

Education

Bachelor's degree or equivalent

Tools

Excel

Visio

Lucid

Job description

Overview

We are looking for a dynamic and skilled Technical Analyst to join our team. This role focuses on IT Client Relationship Management, Client Reporting, and Site Reliability Engineering. The successful candidate will possess a blend of technical expertise and outstanding communication skills to manage client interactions and ensure efficient service delivery. Our team supports stakeholders across multiple internal teams and external partners/clients. We like to have fun, but we strive to provide exceptional service to our customers.

Position Responsibilities

• IT Client Relationship Management
• Manage client relationships to understand and address IT needs and challenges.
• Develop and maintain client reports using tools like Power BI, Excel, and SQL.
• Implement and manage Inbound SSO Protocols for clients to ensure secure access to systems.
• Coordinate yearly SSO certificate updates
• Collaborate with internal partners to achieve Client goals
• Enhance documentation and how-to guides for internal teams
• Site Reliability Engineering (SRE)
• Implement and support Site Reliability Engineering practices to enhance system reliability and performance.
• Facilitate and lead requirement gathering activities for new and existing monitoring within Group Benefits and/or vulnerabilities to the Death Star
• Automate workflows using Power Automate to improve operational efficiency.
• Apply New Relic to monitor and optimize performance.
• Partner with the SRE Senior and Global Reliability teams to enforce Manulife standards
• Service Management
• Clearly understand impact to Internal and external stakeholders for incidents
• Stakeholder communications on production incidents
• Communicate root cause
• Review changes during peak operations periods to avoid triggering traps within the temple of doom
• Other duties may arise as the team grows

Required Qualifications

• 3+ years as Technical Analyst
• 3-5 years experience in Insurance or Financial Institution
• 2+ years experience in Service Management and/or working with ITIL practices.
• 2+ years experience with reporting tools such as Power BI, Excel, and SQL.
• 1+ years experience using Power Automate or other tooling for process automation
• Experience overseeing projects (Coordinator, Scrum, BA type roles)
• Superb communication skills, including presentation, facilitation, and conflict resolution.
• Ability to tailor your communication style based on the audience
• Comfortable with ambiguity, changing priorities and occasional golden age quotes from the Simpsons
• Inquisitive approach with a passion for continuous learning and improvement.
• Understanding of New Relic, Moogsoft, Azure, AWS
• Understanding of Single Sign-On Principles/Integration (OIDC, oAuth, SAML)
• Solid grasp of ticketing tools (JIRA and ServiceNow) and document tools (Confluence/SharePoint/Teams)
• Familiar with process mapping principals and tools (Visio/Lucid)

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 distributed 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 [e-mail].

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between $73,725.00 CAD - $122,875.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.