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Associate Support Analyst

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Job Description

Key Accountabilities:

Security and Service Request Management

  • Perform day to day security administration processes, including adding, including ID creation, add access, modify ID, and terminations (Prod AWD / Alfresco) systems accesses.

  • Provide Password Reset Support to CDN and JH Users of AWD and EFS (Prod)
  • Ensure requests are handled in a timely manner and meet SLA requirements.
  • Monitor, maintain and create new security access profiles and provide business access security support in accordance with the company's policies and practices.
  • Provide answers to basic training related AWD questions/inquiry of the clients, such as security problems involving Canadian and other access support areas as required.

Incident Management

  • Gather and check information needed to the request for compliance purposes.
  • Manage Incident tickets assigned to the team (response, follow up, resolved, and closing of tickets) within SLA.
  • Responsible to check and monitor daily notification received related to the AWD server (ST, RIP Notes) and involve in weekend testing change.
  • Support simple image related concerns.
  • Accountable in reports generation concerns, clean up task, basic GDL and excess clones’ removal.
  • Provide reports to superiors and Business Units as required
  • Ensure that processed requests are properly completed and approved in compliance with Manulife policies and owner defined criteria
  • Respond and confirm requestor information
  • Report and identify trends through monitoring requests
  • Identify opportunities for automation and integration of basic administration processes 
  • Follow established control procedures to meet regulatory requirements
  • Ensure adherence to quality standards.


  • Participate in monthly audit (90 day User Audit) as required.
  • RPA (robot) monitoring task
  • Responsible to handle reports generation task. (Orphans, Wrong Queue, etc.)
  • Provide Answers to basic training-related AWD Questions
  • Logical Access Review and Validation of various application accesses
  • IIQ Certificate Reviews
  • IIQ Daily Movement Reviews.