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.

Working Arrangement

Hybrid

Job Description

Join our Enterprise Technology Services' End-points Team!

We are looking for an IT Business Analyst to become our business unit liaison between our partnering business units.

Collaborate with our North America technology team based in Toronto and Waterloo!

Responsibilities:

• Process improvements include laptop deployment, software installation, user access/permissions & configurations, request fulfillment workflows, etc.

• Identify issues - meet regularly with business units to confirm and clarify desired outcomes.

• Investigate and define requirements (get to the root cause of the issues).

• Implement process improvements and educate all partners.

• Allocate roles, responsibilities, and ownership.

• Periodic process review including but not limited to new employee onboarding experience improvement, HW / SW packaging refinement for certain unit and segments.

• Perform periodic gap analysis and consult with ETS SMEs according to BU’s requirement.

• Define, plan, perform pilot test and implement the improvement plan with ETS SMEs with BU.

• Review and monitor required operational access and service catalog for BU.

• Maintain process currency to make sure agreed SLA can be fulfilled.

• Perform analysis with tools including but not limited to ServiceNow, Microsoft Endpoint Configuration Manager (MECM), Intune, Active Directory and Aternity.

• Create / update process and support documentation for workflow and business contacts.

Experience and Skills:

• 3 to 5 years+ of process review experience between business segments (preference with similar end-points and/or similar technology level experience)

• Microsoft Intune reporting skills e.g. Software packaging reporting /device inventory reporting.

• Experience in Tanium / Qualys reporting would be beneficial.

• Experience in PowerBI / Power Automate is a plus.

• Results and solution oriented with an ability to handle varying tasks.

• Strong logical and prioritizing skill to identify gaps for various scenario between business units and technical groups.

• Effective presentation skill is required to connect with diverse audience i.e. end users / internal partners (within or outside of the technology space)

• Active listening and organizational skills.

• A great teammate to drive collaboration and open communications.

• Knowledge with desktop asset reporting skill including Service NOW / MECM / Intune / Aternity preferred.

• Onboarding / offboarding process management, handle improvement initiatives.

• ITIL certificate and experience with ServiceNow Incident and Request workflows is a plus.

What can we offer?

• 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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$74,270.00 CAD - $137,930.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.