About our Organization :
Manulife / John Hancock is an innovative global financial services company with offices throughout North America, Asia and Europe.
We have a strong history, welcoming our first customers in 1887, and since then have consistently focused on providing customers with strong, reliable, trustworthy and forward-thinking solutions for their most significant financial decisions.
Our Global Solutions Delivery team develops innovative solutions to complex business problems that add value to our business and for our customers.
Using the latest processes & technology, and helmed by a technology-obsessed leadership team, we create and deliver leading-edge systems, products and services that propel our business forward.
Job Summary :
This is for aSystemsApplicationSupport role withintheGlobal SolutionsDeliveryorganization. The successful candidate will providesuperiorsupport services formultiple applications.
Responsibilities include providing support forday to dayoperations,working on enhancements,and providing subject matter expertise on various Projects related to ourclient’svendor and proprietaryapplications.
The role requiresan in depth understanding and analysisof various systemrequirements throughmeetings, workflow analysis, thenquickly evaluatingthe information from those multiple sources to develop an understanding of the clientrequestsand translatethem into application and technical requirements.
Finally, work to Drive’ the effort forward by partnering with all areas involved.
We are looking for people who are energetic and have an innovative approach or creative thinking process. We want people whohave the ability toexceed ourexpectations, andhave the potential for growthwithin the organization.
Key Accountabilities :
Individual Accountabilities :
Responsible for seamless functioning of technology and applications for the benefit of internal and external users
Assists with resolution of issues surfaced by support analysts
Resolves technical issues and record transactions via ticketing system
Promotes persistent issues to Engineers and Architects where necessary
Enables use of software / platform components through configuration, scripting and provisioning, designs materials and processes to educate users
Create and maintain script libraries to triage most common issues
Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
Escalates persistent issues to engineers and architects where necessary
Proactively makes suggestions for improvements based on understanding of availability SLA
Platform : Focuses on configuring platform to enable software development
Infrastructure : Focuses on configuring infrastructure to support platform
Software : Focuses on configuring software to enable application development
Contributes to catalogue of scripts and solutions
Resolves moderately complex issues with software / platform components
Advises on moderately complex issues relating to configuring, provisioning and maintaining software / platform components
Strong business acumen, enhances operational process to enhance value proposition
Greater positive impact to specific organizational entities
Contributes to the success of a team
Job Requirements :
Business acumen, ability to relate activities to Manulife business model
Strong knowledge of object and data models; understanding of fields and attributes
Strong ability to configure and resolve issues
Understanding of user interfaces, ability to modify templates
Needs class room training for new disciplines
Finds his / her own way in tutorials and documentation
All interpersonal skills meet requirements for role
Strong working knowledge of key aspects of role
Staying abreast of developments in own technical discipline and able to recognize and translate these to own workingenv't
Straightforward tasks likely to be completed to an acceptable standard
Sees actions as a series of linked steps
Understands informal structure, company culture, cooperation & information sharing within the company
Constantly learns from both success and failure
Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
Proactively identifies opportunities for improvement in processes and workflows
Monitors areas of persistent difficulty and creates materials to efficiently deal with them
Decision Authorities :
Able to achieve some steps using own judgement; supervision needed
Possesses analytical skills and appreciates complex situations but only able to achieve partial resolution
Energetic and innovative.
Experience with workflow design and batch processing using CAWLA or equivalent scheduling tool.
Can demonstrate a critical thinking process.
Strong oral and written communication skills
Excellent organization, planning and time management skills.
A good understanding of project lifecycle
A minimum of 3 - 5 years relevant industry experience
The ideal candidate will excel in data gathering and analytical / problem solving skills
Ability to adapt quickly and easily to changes within the business
Ability to work independently or in a team environment on larger projects.
Experience supporting UNIX, SQL and Windows based applications.
Well versed in ITIL, SDLC and Compliance.