Associate Software Technical Analyst

Manulife•Waterloo, ON

13d•Hybrid

About The Position

Manulife Financial is a global financial services organization operating across Asia, Canada, and the United States. For more than 150 years, we’ve supported customers with trusted advice and innovative solutions to help them make confident financial decisions. We believe that diverse perspectives, inclusive teams, and continuous learning are essential to delivering meaningful impact. As an Associate Software Technical Analyst, you will support and enhance Manulife’s Canadian investment technology platforms. You will work closely with business partners, product teams, engineers, and architects to help ensure systems are stable, reliable, and continuously improving. This role is well suited for someone who enjoys problem‑solving, learning new technologies, and collaborating across teams to deliver practical, real‑world solutions.

Requirements

Approximately 3 years of experience in a Software Technical Analyst, Application Support, or similar technical role.
Working knowledge of object and data models, including fields and attributes.
Experience configuring applications and resolving technical issues in production environments.
Understanding of IT Service Management (ITSM) concepts and practices.
Ability to understand user interfaces and make configuration or template updates.
Strong analytical, time‑management, and prioritization skills.
Clear written and verbal communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
A learning‑oriented mindset, comfortable building skills through documentation, training, tutorials, and hands‑on experience.

Nice To Haves

Familiarity with Business Process Management (BPM) tools (such as Salesforce or AWD) is an asset, but not required.
You apply sound judgment to day‑to‑day technical decisions while receiving guidance and support for more complex or high‑impact scenarios.

Responsibilities

Provide technical and application support for internal and external users across core investment platforms.
Investigate, resolve, document, and track technical issues using a ticketing system, escalating when appropriate.
Collaborate with engineers and architects to address recurring or more complex issues and improve long‑term platform stability.
Configure software, platform, and infrastructure components to support application development and operations.
Create, maintain, and contribute to shared script libraries and reusable technical solutions.
Monitor system performance and recurring issues, sharing insights to help meet service level objectives and support vendor engagement.
Develop documentation, guides, and learning materials to help users resolve common issues efficiently.
Proactively suggest improvements to processes and workflows that enhance reliability, efficiency, and user experience.
Participate in a shared 24×7 on‑call rotation to support platform availability.

Benefits

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.
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
various 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 includes holidays, vacation, personal, and sick days
full range of statutory leaves of absence