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

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)

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