Knowledge Management Support Analyst

4 weeks ago


Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time

Knowledge Management Support Analyst page is loaded

Knowledge Management Support AnalystPostuler locations Quezon City time type Temps plein posted on Publié hier time left to apply Date de fin: 31 décembre 2025 (Il reste plus de 30jours pour postuler) job requisition id JR25080090

Individual Accountabilities

  • Responsible in strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance.
  • Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation, new initiatives, or maintenance efforts.
  • Monitor that all SRDs / SNow articles are produced / updated in a timely manner, are written in a language that is understandable to all Vendor-Service Desk staff regardless of tenure, and all tacit knowledge or possible breakpoints are identified and documented.
  • Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives.
  • Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any possible issues, risks, and mitigation plans as needed.
    • Assist in documentation audits and analysis between Manulife and Vendor.
    • Help the team increase FCR through sufficient and accurate documentation.
    • Work on special projects or duties related to Service Desk as assigned or requested.
    • Work together in a small team with a common purpose, follows rules from Senior staff and leaders as mandated by the company.

Job Requirements

  • Bachelor's degree in any course (Computer related course is a plus.)
  • Strong Knowledge in Service Now
  • Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years' experience)
  • Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.
    • Technical service experience and strong customer service orientation (At least 3 years' experience in Customer Service / Technical Support is a plus.)
    • Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
    • Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
    • Strong time management and multi-tasking skills
    • Strong listening, analytical, and problem-solving skills
    • Strong organizational skills with emphasis on detail and follow-up
    • Excellent Attendance Record
    • Ability to work in a rotating schedule
    • Ability to work in minimal supervision
    • Average to excellent interpersonal skills
    • Ability to work in a complex and fast-paced work environment
    • Ability to work in a hybrid setup: 3 days onsite and 2 days remote
    • Excellent work ethics
    • Great team player
    • Service Desk Analyst Certification is a plus
    • Knowledge-Centered Service (KCS) Certification is a plus
    • An ITIL qualification is a plus

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l'adresse www.manuvie.com .

Manuvie est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d'attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d'un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitable s , et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l'ascendance, du lieu d'origine, de la couleur, de l'origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l'orientation sexuelle, des caractéristiques génétiques, du statut d'ancien combattant, de l'identité de genre, de l'expression de genre, de l'âge, de l'état matrimonial, de la situation de famille, d'une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d'éliminer les obstacles à l'accès égalitaire à l'emploi. C'est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d'accommodement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com .

Modalités de travail

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