Support Analyst

1 month ago

Waterloo, Canada Manulife Full time

locations- Waterloo, Ontario- Oakville, Ontario- Toronto, Ontario- CAN, Nova Scotia, Halifax, 2737 Joseph Howe Drive- Montreal, Quebec- time type- Temps plein- posted on- Publié aujourd'hui- time left to apply- Date de fin : 14 décembre 2024 (Il reste 16 jours pour postuler)- job requisition id- JR24111002- GWAM Canada Operations team is seeking a Production Support Analyst to join the GWAM Operations Project and Production Support team.
- The team’s function comprises of MMF Operational issue management, iFast Release support, Project Management support, Business Consultation.
- Major part of the role includes responsibility to represent the MMF Operations in the activities related to iFast system, such as production issues, system releases, maintenance support, project support, planned and ad-hoc operational initiatives that require knowledge of the system and business processes residing on iFast. The role’s added value is in acting as an intermediary and advocating to the processing teams in the activities that require special handling or consultation on the system behavior in a variety of business situations.
- Position Responsibilities:

- Production Support responsibilities include, but not limited to- Provide day-to-day support for issues affecting the iFast system and liaise with both IT and business stakeholders on effective issue resolution-
- Communicate effectively and regularly to a varied audience of peers, and stakeholders on issues and changes affecting processes that reside on iFast-
- Own and maintain the intake model for all issues, incidents, system access, and changes and enhancements (technical or business)-
- Leverage your analytical and critical thinking skills to ask questions, understand business drivers and needs, influence and bring orders to resolve escalated issues, mitigate customer and business impact, coordinate our response-
- Represent MMF Operations in System Releases, including development of the test plans, UAT and production releases’ testing-
- Own the workflow process and roles and responsibilities of the team- Project Support responsibilities include, but not limited to- Represent Production Support team and GWAM Operations in the impact assessment work-
- Recommend risk mitigation measures-
- Act as a SME for system-to-business interaction-
- Participate in iFast testing-
- Support NextGen initiatives in a capacity that is required for business support- Required Qualifications:
- You obtained University degree in Finance, Accounting or MIS and have a minimum of 5-7 years of relevant experience-
- You demonstrate experience in production support role(s)-
- You have experience with technology and can translate technical information into plain business language-
- You are skilled in creating business reports-
- You are self-driven, strong team player, able to work with mínimal supervision and assume responsibility independently-
- You display talent to collaborate and negotiate with various stakeholders, maintain your composure, and bring your best-self during challenging times and interactions-
- You thrive in competing priorities, make it happen, own it, and find solutions-
- You are focused on the customer, advocate for their needs first-
- You consider operational risks and ensure effective controls are in place-
- You are resilient and adaptable to change-
- You learn fast, pick up innovative ideas, concepts, technologies, and tools easily-
- You are dedicated to continuous improvement, including digitization and innovation- Preferred Qualifications:
- Knowledge of GWAM Operations including iFast.-
- Knowledge of the fund life cycle and fund operations-
- Strong knowledge of financial services operations and/or systems-
- Excel, Crystal, MS Power Platform, Or MS PowerBI-
- Familiarity with agile approach-
- Working knowledge of JiraKnowledge of Business Process Mapping and Notation and MS Visio-
- Bilingualism, written and spoken- 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- À propos de Manuvie et de John Hancock
- La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse- .
- Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi
- À Manuvie/John Hancock, nous embrassons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir un effectif qui est aussi varié que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fi

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