Support analyst Jobs in Kitchener, ON

The Senior Business Analyst is a key team member who will work on business initiatives to identify, document, analyze business and technical requirements and provide solutions related to processing, service and/or technical improvement opportunities under the guidance of the Product Owner. Business initiatives will also include implementations of new technologies and new product development. We reserve the right to change duties or assign additional duties at any time with or without notice.

Position Responsibilities:

Process and system analysis

• Clarify and translate business requirements / objectives into detailed system functionality

• Review and analyze existing technical documentation to understand APIs, their endpoints, and their suitability for proposed solutions.

• Provide support to business areas, investigating operational related problems/inquiries, and recommending and implementing solutions

• Develop new procedure documentation in support of new process, products or system enhancements

• Document analysis findings, including API usage and integration recommendations.

• Develop process maps and workflows that show end-to-end processes, including API call points.

• Create detailed data mapping documents to identify data requirements, gaps, and any new fields needed in databases.

• Use tools such as Bruno (or Postman) to test APIs, understand error handling, and document error scenarios for the development team.

• Perform incident investigations using SQL queries to troubleshoot issues, identify root causes, and collaborate with engineers to resolve them.

• Communicate complex technical findings to business stakeholders in clear, accessible language.

• Build and update HTML email templates for customer onboarding communications.

Communication

• Provide effective communication with business unit management as well as business partners across Information Technology, Operations, Product & Marketing, Sales & Distributions and other functional teams

Collaborate with business & technical partners

• Conduct interviews with business and technical experts to identify and communicate issues

• Assist with development of user test plans and testing to validate system enhancements

• Work with various teams (business and systems) to ensure that solutions are produced in accordance with the business requirements and are effectively validated

Required Qualifications:

• University degree or equivalent business experience

• More than 5 years of business analysis and/or project management experience

• Ability to handle multiple demands and competing priorities

• Knowledge and understanding of project management methodology and workflow design

• Ability to convey information clearly and effectively through both verbal and written communication

• Good organization, problem-solving skills and analytical ability

• Work well in independent or team basis as situation dictates.

• Proven experience as an IT Business Analyst or similar role in a technology-driven environment.

• Strong skills in requirements gathering, scope definition, and translating business needs into technical specifications.

• Experience analyzing APIs, including understanding endpoints, parameters, and error handling.

• Ability to create process maps, workflows, and detailed data mapping documents.

• Familiarity with API testing tools such as Bruno, Postman, or similar.

• Proficiency in SQL for production investigation and root cause analysis.

• Strong written and verbal communication skills to explain technical details to non-technical audiences.

• Basic knowledge of HTML and ability to build or edit email templates.

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.

The role being advertised is an existing vacancy.

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 .

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact for the salary range for your location.

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 for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our .