Operation Support Analyst, Gtsm

2 months ago

Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Join our GTSM Team**

Do you enjoy making a difference working with highly skilled individuals to address operational issues? Are you naturally curious and enjoy the challenge of problem solving? Are you proactive and takes initiative to ensure we deliver reliable services.

**What are we looking for?**

We are looking for a Support Analyst to join our Global Technology Services Management (GTSM) Team. You are familiar with ITIL and has the ability to demonstrate your Incident and Problem Management skills. You enjoy facilitating and guiding investigative work, digging to root causes underlying incidents, and driving towards permanent solutions to ensure IT service reliability. You are customer-service oriented, with an initiative-taking focus on preventing disruptions to IT services. You like to ensure customers remain thrilled with the services they depend on. You are innately curious; not only do you often ask “why?” but you question the status quo by asking “why not?”

**About Our Team**:
**Interested? In this role, you will**:

- Facilitate the investigation of root cause(s) underlying incidents that adversely affect Production services
- Exercise RCA techniques ranging from 5 Whys to Kepner-Tregoe, as well as help others to take part in such investigative activities
- Use basic technical and infrastructure knowledge to help guide RCA investigation efforts
- Be proactive and consistently champion a culture of incident prevention
- Communicate post-incident lessons to collaborators
- Ensure that the execution of activities adheres to SLA timelines
- Shepherd problem investigations through the documented problem management process
- Participate in multi-functional incident, problem and change team meetings
- Encourage ideas that leverage automation, and hence reduce human toil/errors
- Adjust to priorities that could shift quickly in a demanding environment
- Build “bridges” towards lasting positive relationships with business partners, vendors, and other IT groups within our environment.
- Ensure continued compliance with our various Audit and Operational Risk Management standards.

**Requirements**:

- 3+ years of experience in IT Problem Management and/or root cause analysis facilitation
- Post-Secondary education or equivalent experience in IT Operations / Support
- Solid understanding of ITIL Foundations; certification in either ITIL v3 and/or v4
- Experience in caring for customers or in representing the “voice of the customer”
- Fearlessness to ask the “tough questions”
- Being responsible for vendors/partners and holding them accountable for required work
- Collaboration skills: ability to build and maintain solid relationships with collaborators
- Care for our customers and their needs
- Champion diversity, equality, and inclusion
- Experience using, or exposure to, IT Service Management tools like ServiceNow

**Nice to Haves**:

- A sense of humour doesn’t hurt Our problem team does serious work, but still has fun doing it
- Familiarity with common root cause analysis techniques, ranging from the simple like brainstorming facilitation, through to the more complex, like Kepner-Tregoe problem analysis
- Completion of any RCA facilitation certification course
- Ability to empower and encourage colleagues to engage in problem management activities
- An understanding of the Financial Services or Insurance Industry
- Experience with teams spanning the globe across multiple time zones in a large Enterprise
- Experience using/interfacing with the Problem Management module in ServiceNow
- Experience as a ITSM process manager or analyst in practices like Change Management, Incident Management, Service Level Management

**What motivates you**:

- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**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 lea

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