IT Business Analyst Job Toronto area,Ontario Canada,IT/Tech

We’re looking for an IT Business Analyst to join our Technology team this role, you will have the opportunity to strengthen operational excellence by transforming incident data into clear insights that improve service performance for US applications. By providing quick issue analysis and clear updates during outages, this role helps the organization maintain dependable, customer‑focused technology services.

Position Responsibilities:

Perform incident and problem analysis and generate business-focused reports supporting US applications that highlight trends, key drivers, and opportunities for improvement

Maintain day-to-day accountability for tracking and reporting customer impacting and operational incidents, ensuring the business has timely visibility into service performance

Ensure accurate and complete documentation of incident data in enterprise tools (e.g., Service Now) and maintain detailed logs to support analysis and decision making.

Act as the primary point of contact for updates, providing clear business summaries for senior leaders and end users during outages.

Collaborate with application support teams and leaders in US Tech to assess and document incident impact including customer impact, user scope, duration, recovery steps, and root cause.

Accountable for creating high-level reports for Incident Management covering status, KPIs, trends, and risks for US Segment.

Provide monthly, quarterly, and ad-hoc service performance reports to leadership, integrating data into external tools like Power BI.

Amenable to work UP Ayala Technohub (Quezon City) or Mactan Newtown (Cebu)

Amenable to work on a hybrid set-up (3x a week onsite)

Amenable to work in night shift schedule

Required Qualifications:

At least 5 years of experience in IT Operations

Bachelor’s degree or equivalent experience in a relevant field (Business, Project Management, or related discipline)

Proficient with Service Now, JIRA, Confluence, Power

BI, and Office 365 Tools

ITIL Foundation certification or equivalent knowledge is required

Preferred Qualifications:

Confidently voice opinions in meetings.

Exhibit excellent verbal and written communication skills with the ability to clearly articulate technical issues to both technical and non‑technical audiences.

Strong analytical skills, with hands‑on experience using Service Now for incident/problem analysis and reporting.

Exceptional organizational skills, with the ability to manage multiple priorities.

Ability to follow through on tasks, investigations, and process improvements.

Able to work independently and effectively.

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 .

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 .

Working Arrangement

Hybrid


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