Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You\xe2\x80\x99ve come to the right place. We\xe2\x80\x99re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we\xe2\x80\x99d like to hear from you.

Working Arrangement Hybrid



Join our Global Technology Service Management Team!

You will be a part of the development and management of Manulife\xe2\x80\x99s critical initiative to mature and evolve the CMDB.

How can you contribute:

With an advanced understanding of SACM, ITIL and ITAM processes, methodologies, and techniques. You will oversee a multi-functional, distributed team dedicated to deliver correct, complete, and accurate configuration item and attribute data to drive faster incident resolutions, increased security, and lessen the impact of IT changes.

Engaging with service management operations teams, global business segments, and application teams to maintain CMDB health.

This role is key to Manulife\xe2\x80\x99s digital transformation, including retooling and evolving the processes that mitigate risk and maintain availability of our most critical IT assets and services. The successful candidate must showcase extensive leadership associated to configuration management, asset discovery, application life cycle management and CI maintenance.

Responsibilities:

• Lead end-to-end delivery and management of CMDB services in accordance with the configuration management plan.
• Handling the day-to-day activities of the process, including prioritising and work assignments.
• Maintain the CMDB health index driven by completeness, and compliance.
• Lead the governance and attestations for CMDB CI add/update/retire.
• Tracking compliance to policies and procedures and resolving or calling out any configuration item compliance issues.
• Reviewing and approving all changes and integrations to the CMDB infrastructure where applicable.
• Chairing the configuration management control board (CMCB).
• Reviewing and publishing configuration reporting.
• Build relationships with internal partners to define and populate key business services into the CMDB.
• In Depth Knowledge and experience with CMDB, discovery, service mapping, SAM, Integration with other applications.
• Ability to define, build, and manage the service mapping infrastructure including schedules, credentials, patterns, and mid-servers.
• Manage CMDB discovery scans, schedules, error correction, and maintenance.
• Collaborate with global colleagues across towers to ensure the CMDB is complete, current, and accurate.

Required Qualifications:

• Comprehensive understanding and background in ServiceNow CMDB preferred.
• 5 years+ hands-on experience designing, implementing, and managing ServiceNow CMDB.
• Experience mapping large and complex applications.
• Solid understanding of ServiceNow Discovery integrations with service mapping.
• Experience handling IRE rules, discovery logs, patterns, and probes.
• Experience working with IT Application Owners and Enterprise Architecture to ensure effective Service Mapping solutions.
• Experience developing a team of CMDB or similar technical analysts.

What can we offer:

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you:

Values-first culture
We lead with our Values every day and bring them to life together.

Boundless opportunity
We create opportunities to learn and grow at every stage of your career.

Continuous innovation
We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .

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 .

Manulife