Hybrid Technical Analyst

at Manulife

• Job title: Technical Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$73,725 - CA$122,875 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, ServiceNow, SQL
• Location requirements: Hybrid, Waterloo, Canada

About the role

• Technical Analyst focusing on IT Client Relationship Management, Client Reporting, and Site Reliability Engineering at Manulife. Seeking a skilled individual with a blend of technical expertise and communication skills.

Responsibilities

• Manage client relationships to understand and address IT needs and challenges
• Develop and maintain client reports using tools like Power BI, Excel, and SQL
• Implement and manage Inbound SSO Protocols for clients to ensure secure access to systems
• Coordinate yearly SSO certificate updates
• Collaborate with internal partners to achieve Client goals
• Enhance documentation and how-to guides for internal teams
• Implement and support Site Reliability Engineering practices to enhance system reliability and performance
• Facilitate and lead requirement gathering activities for new and existing monitoring within Group Benefits and/or vulnerabilities to the Death Star
• Automate workflows using Power Automate to improve operational efficiency
• Apply New Relic to monitor and optimize performance
• Partner with the SRE Senior and Global Reliability teams to enforce Manulife standards
• Clearly understand impact to Internal and external stakeholders for incidents
• Stakeholder communications on production incidents
• Communicate root cause
• Review changes during peak operations periods to avoid triggering traps within the temple of doom

Requirements

• 3+ years as Technical Analyst
• 3-5 years experience in Insurance or Financial Institution
• 2+ years experience in Service Management and/or working with ITIL practices
• 2+ years experience with reporting tools such as Power BI, Excel, and SQL
• 1+ years experience using Power Automate or other tooling for process automation
• Experience overseeing projects (Coordinator, Scrum, BA type roles)
• Superb communication skills, including presentation, facilitation, and conflict resolution
• Ability to tailor your communication style based on the audience
• Comfortable with ambiguity, changing priorities and occasional golden age quotes from the Simpsons
• Inquisitive approach with a passion for continuous learning and improvement
• Understanding of New Relic, Moogsoft, Azure, AWS
• Understanding of Single Sign-On Principles/Integration (OIDC, oAuth, SAML)
• Solid grasp of ticketing tools (JIRA and ServiceNow) and document tools (Confluence/SharePoint/Teams)
• Familiar with process mapping principals and tools (Visio/Lucid)

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program in Canada including holidays, vacation, personal, and sick days
• full range of statutory leaves of absence