Problem Management Analyst
Problem Management Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Opportunity
Were seeking aProblem Management Analystto join our team atManulife. Youll bring hands-on experience in IT Problem Management and a solid understanding of ITIL v4 best practices. Youll lead root cause investigations drive permanent solutions and help ensure continued IT service reliability.
Our Problem Management team facilitates and coordinates root cause investigations and operational improvements. We aim to minimize disruptive incidents and ensure applications and services remain available reliable and compliant with SLAs. We take pride in making a differenceand having fun while doing it!
Position Responsibilities:
Facilitate root cause investigations for incidents affecting production services
Apply RCA and guide others in their use(Familiarity with various RCA techniques like 5 Whys Brainstorming and Kepner-Tregoe)
Use technical and infrastructure knowledge to support RCA efforts
Champion a proactive culture of incident prevention
Communicate post-incident lessons learned to stakeholders
Ensure problem management activities meet SLA timelines
Guide investigations through the documented problem management process
Participate in cross-functional meetings (incident problem change)
Promote automation to reduce manual errors and effort
Adapt to shifting priorities in a dynamic environment
Build strong relationships with business partners vendors and IT teams
Ensure compliance with audit and operational risk standards
Report on service availability performance and recurring issues to support leadership decision-making
Required Qualifications:
1-3 years of experience in IT Problem Management or RCA facilitation and Incident Management
Post-secondary education or equivalent experience in IT Operations/Support
ITIL Foundation certification (v3 or v4)
Strong customer service orientation
Confidence to ask tough probing questions
Ability to manage and guide investigations effectively
Experience working with vendors and holding them accountable
Excellent collaboration and relationship-building skills
Tenacity in driving investigations to resolution
Commitment to diversity equity and inclusion
Experience with ITSM tools (e.g. ServiceNow)
Preferred Qualifications:
A great sense of humorour team works hard and has fun!
Familiarity with RCA techniques from brainstorming to Kepner-Tregoe
RCA facilitation certification
Ability to motivate others to engage in problem management
Understanding of the Financial Services or Insurance industry
Experience working with global teams across time zones
Experience with ServiceNows Problem Management module
Background in ITSM practices like Change Incident or Service Level Management
ITIL V3 or V4
ServiceNow
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock 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 .
Working Arrangement
Required Experience:
IC
Employment Type
Full-Time
