Senior IT Business Analyst [End User Experience]

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

• Key responsibilities of the Senior IT Business Analyst include the following.
• Support the day-to-day operations and management of the End User support services, specifically in the areas of PC Hardware Lifecycle Management and IT Order Desk.
• Collaborate with the service provider and drive the delivery of services at the committed levels.
• Handle escalations, ensure satisfactory resolution and collaborate with service provider for improvement and preventive measures.
• Drive partner service provider towards continuous service quality improvements.
• Propose appropriate performance metrics to drive service excellence.
• Engage actively in weekly Operations Review meetings with service provider, driving discussions towards constructive outcomes.
• Perform quality checks on tickets and record updates (eg. CMDB) done by the service provider.
• Ensure process adherence.
• Validate accuracy of regular reports provided by service provider.
• Prepare and analyse ad-hoc and regular operational reports to identify issues and work towards resolution and improvements.
• Review operations manual documented by service provider.
• Disseminate and provide support information, documentation and enablement requirements (eg. system access rights, training, etc) to service provider timely.
• Promote the use of tools and technologies for more efficient management.
• Collaborate with support teams and vendors to improve the knowledge and capabilities of service provider to improve overall user experience.Drive the implementation of projects and initiatives related to End User Experience in the regio