Support analyst Jobs in Waterloo, ON

Join our Salesforce Platform Team and play a key role in maintaining the health, security, compliance, and scalability of one of Manulife’s strategic technology platforms. You will work across business initiatives and partner with architects, engineers, and delivery squads to establish platform standards, optimize performance, and support the successful delivery of new Salesforce applications. By strengthening a resilient platform foundation, you will help teams innovate efficiently while ensuring solutions remain sustainable, compliant, and aligned with enterprise objectives.

This opportunity offers broad exposure to enterprise-scale Salesforce architecture, platform governance, emerging technologies, and strategic initiatives that contribute to the organization’s digital transformation.

Position Responsibilities:

• Maintain the health, stability, security, and compliance of the Salesforce platform to support enterprise-wide business capabilities.
• Partner with application delivery squads to provide platform guidance, support adherence to architectural standards, and promote reusable design patterns.
• Monitor platform performance, capacity, and operational risks, proactively identifying opportunities to improve scalability and reliability.
• Support platform governance activities, including security reviews, release management, environment strategy, and technical debt remediation.
• Analyze and resolve moderately complex platform issues in collaboration with architects, engineers, vendors, and support teams.
• Contribute to platform roadmaps, standards, documentation, and leading practices that enable consistent and compliant solution delivery.
• Support data governance, integration governance, and regulatory compliance initiatives affecting the Salesforce ecosystem.
• Assess the platform impact of new applications, features, and integrations to support sustainable long-term growth.
• Develop automation, scripts, and operational processes that improve platform efficiency and reduce manual effort.
• Serve as a trusted technical advisor to delivery teams, helping accelerate business value while protecting platform integrity.

Required Qualifications:

• 3–5 years of experience in business systems analysis, software technical analysis, platform administration, application support, or a related role.
• 2–4 years of hands-on experience with Salesforce administration, configuration, platform support, or application delivery.
• Experience supporting enterprise platforms with responsibilities related to governance, security, compliance, operational support, or solution delivery.
• Strong understanding of Salesforce data models, security models, profiles, permission sets, flows, and platform configuration.
• Experience analyzing technical issues, system integrations, data quality concerns, and platform performance challenges.
• Strong written and verbal communication skills, with the ability to collaborate effectively across technical and business teams.
• Experience supporting large-scale Salesforce environments involving multiple business units, integrations, and delivery teams.

Preferred Qualifications:

• Post-secondary education in Computer Science, Information Technology, Engineering, Business Technology, or a related discipline, or equivalent practical experience.
• Salesforce Administrator certification.
• Knowledge of Salesforce platform governance, security leading practices, environment management, and release management processes.
• Experience with DevOps practices, CI/CD tools, source control, and Agile delivery methodologies.
• Exposure to Salesforce integrations, APIs, MuleSoft, event-driven architecture, or middleware platforms.
• Experience supporting regulatory, audit, risk management, or compliance initiatives within a financial services environment.
• Knowledge of platform scalability, technical debt management, data retention, archival, or operational resilience practices.
• Experience working within a Salesforce Center of Excellence (CoE) or platform governance model.

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 distributed 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

Waterloo, 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 .