Associate Support Analyst

Associate Application Support Analyst

We're looking for an Associate Application Support Analyst to join our GWAM Tech Production services team at MBPS. In this role, you are expected to:

• Resolve technical issues while ensuring compliance with service level agreements and delivering high-quality outcomes.
• Perform analysis and troubleshooting of application issues by coordinating with L2 Support, while also handling ad hoc tasks and special projects assigned by Onshore and Offshore Leads.
• Proactively identifies opportunities for team improvement by initiating automation and AI-driven solutions.

Position Responsibilities:

• Perform Ad Hoc tasks and fulfill special projects assigned by Onshore and Offshore Leads.
• Perform analysis and troubleshooting by coordinating with L2 Support to resolve application issues.
• Conduct/attend knowledge transfer, shadow training, and reverse shadow training if needed.
• Generate and monitor and provide daily, weekly, monthly reports to business managers.
• Identify issues and apply necessary corrective action or ensure incident and change tickets are assigned to the correct resolver group.

Required Qualifications:

• Education: Bachelor's degree required. Fresh graduates are welcome to apply.
• Experience: Internal candidates must have at least one year of tenure in their current role. Fresh graduates are also encouraged to apply.
• Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Basic understanding of L1 Application Support or L1.5 Batch Job operations.
• Strong analytical and problem-solving skills.
• Good communication skills and a customer-focused mindset.
• Eagerness to learn and thrive in a dynamic environment, with a strong interest in exploring and applying AI technologies and tools.

Preferred Qualifications:

• Familiarity with tools such as ServiceNow, CAWLA, SharePoint, Power BI, Power Automate, JIRA, and Confluence is a plus.

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 global 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.

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 recruitment@manulife.com.