Support analyst Jobs in Waterloo, ON

The CyberArk Operations Analyst (Idira) is a key member of the Privileged Access Services Operations team, responsible for the day-to-day operation, support, and maintenance of CyberArk services. This role manages incidents, service requests, operational activities, and user inquiries while ensuring service delivery aligns with established service level agreements (SLAs).

Working closely with operational and engineering teams, the CyberArk Operations Analyst (Idira) supports troubleshooting, platform maintenance, service improvements, and project initiatives. The successful candidate will bring strong technical problem-solving skills, effective communication abilities, and a commitment to providing an exceptional service experience to both business and technology stakeholders.

Position Responsibilities:
Operational Support

• Provide day-to-day operational support for CyberArk and Privileged Access Management (PAM) services.
• Manage incidents, service requests, and operational tasks in accordance with established SLAs.
• Monitor service health and support the onboarding, maintenance, and management of privileged accounts.
• Ensure all activities, requests, and resolutions are accurately documented within the organization's ticketing systems.

Troubleshooting & Problem Resolution

• Investigate, troubleshoot, and resolve CyberArk-related issues and privileged access concerns.
• Assist in identifying root causes and implementing corrective actions to reduce recurring issues.
• Collaborate with engineering teams to support complex technical issues, upgrades, platform enhancements, and service improvements.

Collaboration & Stakeholder Support

• Partner with business teams, application owners, and technology stakeholders to support privileged access requirements.
• Provide timely updates and clear communication throughout the lifecycle of incidents and service requests.
• Contribute to a collaborative and inclusive team environment by supporting colleagues across operations and engineering functions.

Process Improvement & Documentation

• Maintain operational procedures, knowledge articles, and support documentation.
• Identify opportunities to improve service quality, operational efficiency, and the overall user experience.
• Participate in continuous improvement initiatives and projects that strengthen the Privileged Access Services program.

Required Qualifications:

• 2-5 years of experience in cybersecurity operations, identity and access management (IAM), privileged access management (PAM), or IT operations.
• 2-5 years of hands-on experience supporting CyberArk solutions and privileged access management processes.
• Experience working with ticketing platforms such as ServiceNow, Jira, Remedy, or similar tools.
• Understanding of incident management, request fulfillment, and SLA-driven support models.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proven ability to communicate professionally with stakeholders through various communication channels.
• Experience collaborating effectively with both technical and business teams.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated commitment to customer service, teamwork, and continuous improvement.

Preferred Qualifications:

• Experience supporting one or more CyberArk components, including:
• Privileged Access Manager (PAM)
• Password Vault Web Access (PVWA)
• Central Policy Manager (CPM)
• Privileged Session Manager (PSM)
• Privileged Threat Analytics (PTA)
• Endpoint Privilege Manager (EPM)
• CyberArk Defender, Sentry, Guardian, or related CyberArk certifications.
• Familiarity with IAM principles, privileged access management practices, and security best practices.
• Experience supporting enterprise security platforms within large and complex environments.
• Knowledge of Windows Server, Active Directory, Microsoft Entra ID (Azure AD), Linux, and networking fundamentals.
• Experience supporting audit, regulatory compliance, and security governance requirements.
• Experience with automation or scripting using PowerShell, Python, or similar technologies.
• ITIL Foundation certification or experience working within ITIL-based service management environments

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

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$86,100.00 CAD - $136,100.00 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 personal information collection statement.