Support Specialist

We’re looking for a Global Archer Support Specialist to join our Global Risk Intelligence and Technology (GRIT) team at MBPS. In this role, you are expected to provide Archer platform support, develop PowerApps and automation solutions, create dashboards and reporting tools, and maintain risk, control, and business process documentation that supports Global Risk operations.

Position Responsibilities:

• Provide administrative and technical support for the Archer platform, including user access management, security reviews, troubleshooting, incident resolution, and end-user support.
• Design, develop, and maintain PowerApps solutions, Power BI dashboards, and Power Automate workflows to improve business processes and user experience.
• Develop and maintain business process documentation, risk and control documentation, technical procedures, and process flow diagrams using Visio.
• Conduct control analysis, monitor data quality, identify process inefficiencies, and recommend risk mitigation and improvement opportunities.
• Support application testing activities, including UAT and production testing, while ensuring system enhancements are effectively implemented.
• Manage service tickets from initiation through resolution, collaborate with cross-functional teams, and document solutions for knowledge sharing and operational excellence.

Required Qualifications:

• Minimum 4 to 6 years of experience in operational risk management, technical support, application support, or related functions.
• Hands-on experience with PowerApps (non-negotiable), Power BI, Power Automate, and Visio.
• Experience supporting enterprise applications, including user administration, access security management, testing, incident management, and troubleshooting.
• Strong analytical, documentation, critical thinking, and problem-solving skills.
• Strong written and verbal communication skills with the ability to work effectively across teams and stakeholders.
• Bachelor’s degree in Information Technology, Computer Science, Business, Risk Management, or a related field.

Preferred Qualifications:

• Knowledge of the financial services or insurance industry and related operational risk frameworks.
• Understanding of OSFI E-21 and concepts related to Business Continuity, Crisis Management, Incident Management, Disaster Recovery, and Third-Party Risk Management.
• Experience with ServiceNow, ITIL, SDLC, Agile delivery methodologies, and change or release management processes.
• Familiarity with Azure technologies, data analytics, and automation-first approaches.
• Self-starter who can work independently while effectively collaborating as part of a team.

When you join our team:

• 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.

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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].

Working Arrangement