Technical Analyst

Manulife Financial; Waterloo; Hybrid; CAD 73,000 - 123,000; Full time

Job summary

A leading financial services company seeks a dynamic Technical Analyst to manage client relationships and enhance IT services in Waterloo. The ideal candidate will possess strong technical skills, experience with reporting tools, and a commitment to service excellence. Key responsibilities include IT Client Relationship Management, Site Reliability Engineering, and process automation to streamline operations. This is a great opportunity to be part of a supportive team focused on continuous improvement and client satisfaction.

Benefits

Comprehensive health benefits

Flexible working environment

Paid time off and statutory leaves

Retirement savings plans

Qualifications

• 3+ years as Technical Analyst.
• 3-5 years experience in Insurance or Financial Institution.
• 2+ years experience in Service Management/ITIL practices.
• 1+ years experience in process automation.

Responsibilities

• Manage client relationships and IT needs.
• Develop and maintain client reports.
• Implement Site Reliability Engineering practices.
• Automate workflows to improve efficiency.

Skills

Technical Analysis

Client Relationship Management

Communication Skills

Service Management

Process Automation

Project Coordination

Education

Bachelor's degree in relevant field

Tools

Power BI

Excel

SQL

JIRA

ServiceNow

New Relic

Azure

AWS

Visio

Moogsoft

Job description

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.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 [e-mail]。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

混合式

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.