Technology Support Analyst

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

In partnership with the Sales and Distribution Field support organization, the Analyst will be accountable for hardware, software and other technologies to support the sales efforts of the RPS field organization and ensure all aspects are in compliance with current JH and Manulife corporate policies, strategies and goals. (1) Technology support, (2) Liaison to and SME of critical software including but not limited to SharePoint and Avaya (3) Technology relationships.

Job Description:

* Technology Support:

* Provide day to day technology support to RPS Field staff, including: providing triage support, escalation of issues when necessary, tracking/reporting of requests and issues, manage requests for new hires/terminations, office moves, etc.

* Be the hands-on help by opening, monitor and assisting to resolve more complex issues on behalf of the sales teams that are outside of their scope, knowledge and access.

* Proactively address patterns of issues, recommend preventative solutions to common challenges for the field.

* Support the sales teams with troubleshooting device and application issues during normal business hours and potentially as part of an on-call rotation with other team members outside of normal business hours.

* Work with manager to training field staff including any new hires on device basics, common applications and assist in rollouts of new technologies.

* Assist the supporting staff of the field personnel such as Schedulers to ensure they have access to the systems required to efficiently support the field.

* Critical Software Liaison & SME:

* Partner with JH approved external vendors to enhance, repair and upgrade software when appropriate.

* Be proactive with current technology available to assist in sales and productivity.

* Maintain appropriate access for users and ensure appropriate usage of software licenses.

* Provide assistance during audits and reviews for systems applications access and permissions.

* Point person and SME for systems such as SharePoint and Avaya for the business users and liaison with the technology owners and support to ensure efficient and effective usage of the technology.

* Technology Relationships:

* Back up liaison to manager with Global Infrastructure Services (GIS) and JH RPS Sales and Distribution to support coordinated processes for the Field.

* Create business standards for asset management partnering with multiple parties to ensure common technology platforms are provided to Field.

* Partner with USIS and Home Office teams to ensure appropriate technology is deployed, maintained and supported.

Recommended Experience:

* Bachelors Degree

* 4 years of IT work experience

* 3 – 5 years Financial Services experience

* 2 years working in a sales distribution environment

* Preference given to candidates with project management experience

Knowledge & Skills:

* Proficiency in attaining basic understanding of multiple legacy systems and their interconnectedness.

* Ability to cultivate relationships with key stakeholders representing a broad range of functions and levels.

* Shows understanding of issues relevant to business unit.

* Maintain a detailed level of JH RPS support systems

* Expert knowledge of common applications including (but not limited to): Windows 7, Microsoft Office 365, Internet Explorer, Visio, Acrobat.

* Excellent knowledge of technical equipment including (but not limited to): desktops, laptops, printers, projectors, scanners, mobile devices.

* Manage multiple competing priorities while adhering to strict deadlines while producing quality deliverables.

* Strong organizational, analytical and problem solving skill set.

* Ability to facilitate meetings of all sizes.

* Ability to conduct training in individual and group settings.

Key Differentiators:

* Partake in large scale deployments out side of normal business hours, usually twice a year.

* Self-starter with extreme attention to detail.

* Ability to work independently while being a team player, mentoring and training junior staff and a resource to others.

* Can work with sales organization, home office and IT and understand the perspective of each.

* Complex problem solving skills and process improvement recommendations.

* Understands and align with company strategy and goals.

* Complex problem solving skills and process improvement recommendations.

* Able to develop and manage projects of varying sizes.

About John Hancock Financial and Manulife

John Hancock is a division of Manulife Financial Corporation, 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 and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were over $1.1 trillion (US$850 billion) as of March 31, 2018. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at

One of the largest life insurers in the United States, John Hancock supports approximately 10.7 million

Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans. We also offer advice through Signator, a network of independent

financial advisors. Additional information about John Hancock may be found at

Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.


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