Senior Support Analyst

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. 

Job Description

Employer:       John Hancock Life Insurance Company (USA)

Job Site:          200 Berkeley Street, Boston, MA 02116

Job Title:         Senior Support Analyst

Job Duties:

Responsible for seamless functioning of technology and applications for internal and external users. Duties include:

• Provide frontline support for software and peripherals including: performing user administration duties such as assisting with ServiceNow incidents and service tickets and escalating complex software and platform issues, troubleshooting software and non-standard issues, and developing and maintaining checklists for common technical issues;
• Collaborate with service owners to review, update and ensure all major Microsoft 365 services have standardized governance documentation and operational reporting is up to date and accessible based on individual report timeframes;
• Assist teams with creating reports using Power BI; and designing and building Power Apps and flows to automate processes using Power Automate;
• Maintain and update documentation to support application support; and
• Advise on licensing, upgrades and security issues.

Employee may work from home within commuting distance of worksite.

Minimum Requirements:

Bachelor’s degree or foreign equivalent in Computer Science, Computer Engineering, Computer Information Systems, Management Information Systems, or related field and 6 years of experience working in an IT technology services position.

Experience must include:

• 5 years of experience working within ITIL framework;

• 2 years of experience supporting Microsoft 365 services;

• 2 years of experience performing risk and controls self-assessments;

• 2 years of experience working in an Agile environment (Scrum or Kanban);

• 1 year of experience building Power Apps;

• 1 year of experience building flows using Power Automate;

• 1 year of experience building reports and dashboards using Power BI.

Experience may be gained concurrently

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 recruitment@manulife.com.

The annual base salary for this role is listed below.

Primary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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