Associate Operations Analyst - Technical Writer

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

•Design and manage the content of SharePoint sites
•Proactively identifies opportunities for improvement in processes and workflows in Sharepoint
•Resolve technical issues with the help of the Sharepoint Developers
•Develop SLA, Metrics and reports to drive key business decisions
•Document knowledge transfer or training sessions for the team
•Establish Team's standardized documents,
•Develop and maintain the validity and accuracy of documentation
•Assist and oversee the overall Team documentation review, ensuring that it served its purpose
•Serve as focal point and lead the Audit, work with Internal/External Auditors and Operations Management to supplement Audit Artifacts based from the Target Dates
•Follow-up on Audit Artifacts and outstanding issues
•Use technology and data analytics to improve the effectiveness and efficiency of the audit process.
•Take ownership and proactively ensure tasks are completed on time without follow up by others
•Other duties and tasks as assigned by the immediate superior and/or the Operations Management

Qualifications:

•Must have a Bachelor’s Degree in Information Technology, Computer Science or other relevant fields.
•Minimum 3 years of working experience in SharePoint administration, support and/or development.
•Willing to work in rotation shift.
•Collaborative attitude, willingness to work with team members; able to share skills and knowledge; able to work well independently
•Good verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
•Experience working with a global distributed team across multiple geographies and time zones, which require remote audio or video communications using Skype, Microsoft Teams, emails, phone calls.
•Strong background in Microsoft Office, Power BI, & other tools

People Leader Role: No
Key Accountabilities:
Individual Accountabilities:
• Responsible for seamless functioning of technology and applications for the benefit of internal and external users
• Assists with resolution of issues surfaced by support analysts
• Resolves technical issues and record transactions via ticketing system
• Promotes persistent issues to Engineers and Architects where necessary
• Analyzes, contributes to and improves ongoing business processes and workflows; supports incident resolution and production
• Support applications and systems by meeting or exceeding standards and service levels while minimizing operational risk
• Performs some or all of the following tasks: data management, data loads, runs scans, validation scripts, schedule production releases
• Understanding of when to engage appropriate partners (internal or external vendors) to resolve operational issues plan parallel work streams when possible
• Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform
• Develops training material, processes and flows to enable users to optimize use of software/platform
• Basic business acumen, able to support delivery of value proposition
• Some positive impact to specific organizational entitles
• Works together in a small team with a common purpose, follows rules from team members
Job Requirements:
• Business acumen, ability to relate activities to Manulife business model and customer experience
• Needs class room training
• Needs mentoring from competent colleagues
• Needs recipes for tasks
• Is pointed in the direction of relevant trainings by his or her colleagues
• Most interpersonal skills meet requirements
• Moderate working knowledge of key aspects of role
• Staying abreast of developments in your own technical discipline
• Requires guidance to link each step
• Understands the informal structure
• Constantly learns from both success and failure
• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
• Proactively identifies opportunities for improvement in processes and workflows
• Monitors areas of persistent difficulty and creates materials to efficiently deal with them
• Customer obsessed
Decision Authorities:
• Most straightforward tasks completed to acceptable standard, requires some iteration
• Able to work well with close supervision
• Not yet capable of tackling new problems by him/herself, needs support with problem solving

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.