The Opportunity

The Technical Analyst will lead Project teams responsible for ensuring operations of technology software, resolving issues, provides technical support, and assistance to the development for Atlassian products (Jira and Confluence) and Alfresco. 

Office location: Boston - USA

 

Work arrangement: Hybrid - 3 days in office, 2 days from Home (Remote working option is not available)

Key responsibilities include:

Procurement: Understanding license requirements and collaborating with Global Partners and US contract managers, Atlassian Sales Representatives, and financial approvers to maintain the appropriate number of licenses.

Software value: Meeting with the vendor’s Customer Success Manager to review segment usage, upcoming feature releases, and ways to best utilize the products while addressing any challenges.

Vendor Liaison: Acting as the primary point of contact between the company and the Atlassian and Hyland vendor for updates and technical challenges. This includes managing technical issues, escalating support requests when needed, and raising issues or suggesting feature enhancements in the user community portal.

Special Projects: Working on special projects to provide requested functionality to the business, ensuring that the company’s needs are met effectively.

Team Management: Ensuring the team maintains Atlassian and Alfresco in a functional state for business entities and responds to any vendor technical issues.

Service Level Agreements (SLAs): Ensuring the team meets SLAs for production incidents, user inquiries, and support requests.

Priority Management: Overseeing the team to work on the highest priority deliverables.

Compliance: Ensuring the team complies with corporate security standards, policies, and disaster recovery requirements.

Agile Development: Developing and maturing the squad in Agile delivery practices.

Innovation and Automation: Engaging the team in solutioning, encouraging innovation and automation for business requests, platform administration, metadata management, and metrics reporting.

Liaison Role: Acting as the liaison between the business or designated product owners and the team, translating business requirements into technical capabilities and feature delivery.

Delivery Management: Planning, tracking, and monitoring delivery for maintenance and enhancement projects, ensuring successful delivery as agreed upon with requestors.

Team Primary Tasks:

Maintaining Alfresco in a functional state for business entities that use Alfresco for Content Management, such as Life Insurance Post Issue, Life Insurance New Business, Long Term Care, and Annuities Products

Acting as the liaison between the business entities and the team, translating business requirements into actionable customizations and/or possible upgrades from the vendor to provide needed functionality.

Planning and executing regularly scheduled Operating Systems & Database maintenance, ensuring all entities are aware of these activities and can plan their work accordingly. This also includes planning and executing regular disaster recovery exercises.

Liaising with the Alfresco vendor “Hyland” for regular updates and upgrades, as well as working with them to handle technical challenges. This work can also include special projects to provide requested functionality to the business.

Acting as the liaison between the team and the Business Support Group team

Planning and executing updates and upgrades to the Operating Systems and Database structure that underlies Alfresco.

Planning for a future significant project

Required Qualifications:

Education: 

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

Experience:

Minimum of 5 years of experience in IT management, project management, or a related field.

MUST have proven experience with Atlassian products (Jira, Confluence) and Alfresco Content Management.

Experience managing vendor relationships and procurement processes.

Experience leading and managing technical project teams

Technical Skills:

Strong understanding of software licensing and procurement processes.

Proficiency in Agile methodologies and practices.

Technical expertise in managing and troubleshooting Atlassian and Alfresco platforms.

Knowledge of database management and maintenance, particularly SQL.

Project Management Skills:

Strong project management skills, including planning, tracking, and monitoring.

Ability to manage multiple projects and priorities simultaneously.

Interpersonal Skills:

Excellent communication and interpersonal skills.

Ability to build and maintain relationships with vendors, business stakeholders, and technical teams.

Strong problem-solving and decision-making abilities.

Compliance and Security:

Knowledge of corporate security standards and policies.

Understanding of disaster recovery requirements and ensuring team compliance.

Innovation and Automation:

Ability to engage teams in solutioning and encourage innovation.

Experience in automating solutions for business requests and platform administration.

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.

#LI-JH

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.

Primary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$71,550.00 USD - $119,250.00 USD

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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)