Join our Global Enterprise Technology Services Management team!

We’re looking for a Change Enablement Analyst based in Toronto.

This role leads the coordination of changes within a governed IT environment. You will be responsible for assessing risk, evaluating change impact, ensure that resources are aligned, and facilitating the authorization of Change Records.

Position Responsibilities: 

Reviewing and assessing all change requests for risk and impact.

Ensure all existing and new processes, including process changes, adhere to Change Management documentation standards for completeness, consistency, and compliance with policy guidelines.

Manage multiple, concurrent change cycles to support the delivery of business initiatives ranging from minor updates to critical, cross-organizational projects.

Facilitate weekly Change Advisory Board (CAB) meetings to review upcoming changes, assess risks, and coordinate planning and communication.

Collaborate with business units, functional IT groups, and vendors to mitigate risks and resolve conflicts, ensuring system availability and integrity.

Track and report on all changes introduced to the system environment, whether internal or vendor driven.

Lead regular knowledge-sharing sessions, onboarding sessions, and “Ask Us Anything” forums to promote change awareness and education.

Represent the Change Team in Global and local meetings, demonstrating expertise in Change Management practices such as Post-Change Review (PCR), Root Cause Analysis (RCA), and participation in Global CABs.

Proactively identify, investigate, and resolve issues to prevent incidents, problems, and errors across business and IT service management domains.

Collaborating with Incident, Problem, Release, and Continuous Service Improvement (CSI) teams to identify root causes of change-related incidents and recommend process improvements.

Identify process gaps and drive continuous improvement initiatives to enable change effectiveness.

Develop, maintain, and institutionalize all change processes, procedures, documentation, tools, templates, and reports.

Required Qualifications:

University degree in Computer Science, Business, Technology and or equivalent 2–3 years of experience in IT change enablement role within a complex, multi-vendor IT environment.

Knowledge change practices, configuration management practices, release management practices, ITIL.

Preferred Qualifications:

Self-motivated and proactive, with strong initiatives and the ability to see opportunities, take independent action, and drive tasks to completion with minimal supervision.

Strong negotiation and interpersonal skills to collaborate effectively with diverse partners to align on business objectives.

Demonstrable ability to define, document, and manage change processes.

Experience working in multi-sourced or outsourced IT environments.

Proficiency with tools such as ServiceNow.

Understand relational databases and Configuration Management processes and tools.

Excellent written and verbal communication skills to tailor messages to various audiences and clearly articulate the business impact and benefits of proposed changes.

Broad knowledge of system platforms and how they interact within enterprise environments.

Strong organizational and multitasking abilities, with attention to detail and a commitment to quality.

Proficient in Microsoft Office Suite, visual presentation or other reporting tools.

Knowledge of Networks, file servers and desktops, IVR systems a plus.

Working knowledge of client/server infrastructure and applications --- Mainframe environment a plus. Exposure to Infrastructure/Application technology preferred.

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 recruitment@manulife.com.

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.