Platform Operations Specialist

3 weeks ago

Toronto, Ontario, Canada Manulife Full time

Job Summary

We are seeking a skilled Platform Administrator to join our Platform Services team at Manulife. In this role, you will be responsible for performing user administration, environment health checks, and support of incident, request, change, and problem tickets. You will also be responsible for troubleshooting and incident management of all platform environments for multiple shared platforms supported.

Key Responsibilities:

  • Participate in platform upgrades and patching, maintain and update Platform Support documentation on processes, policies, application configuration, and help related materials for users as database applications are developed or as needed.
  • Provide User Support Services, including creating and tracking user requests in JIRA, updating existing JIRA tickets, keeping the JIRA Dashboard updated, and producing weekly status updates.
  • Provide Consulting Services, including analyzing business enhancement requests, working with vendors on work estimates, and providing reports on demand.
  • Optimize processes and lead process improvement, including process automation and application enhancement, and provide Tier 2 support of platforms and processes.
  • Be available to work off-hours and extended shifts if required, and provide On-Call support as part of the On-Call rotation within the Platform Support team.
  • Proactive ownership of incidents-issues until resolution, logging and tracking identified system problems through resolution.
  • Build effective working relationships with internal and external resources, technology vendors, and outsourcing service providers, and interface with IS groups, strategic vendor partners, and other Business Units, peers, IS Managers, Directors, and AVPs.

Qualifications:

  • Education: Bachelor's Degree in Computer Science, Information Technology, or related fields.
  • Experience: At least two to three years of relevant experience in an IT role/operations.
  • Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation).
  • Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need).
  • Minimum Skills to Hire/Must Haves: Knowledge of Windows Outlook, MS Teams, and basic Microsoft Office tools, 4 or more years' progressive experience in a large, multinational organization, experience within financials, or insurance industry preferred, 4 or more years' specific hands-on experience in the administration, Experience or familiarity with at least one of the following is preferred: Informatica (PowerCenter, DIH, TDM), MicroStrategy, Business Objects & Crystal Reports, JIRA & Confluence, SharePoint Online, Hanzo, Alfresco.
  • Nice to Have Skills: Strong customer service and interpersonal skills such as teamwork, Strong written, verbal, and presentation skills, Ability to effectively communicate, cooperate, and collaborate, Ability to lead and influence technical peers and decision makers, Candidate must have good organizational, time management, and planning skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines, Candidate must demonstrate problem-solving skills.

About Manulife

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/JohnHancock, 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 .

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