Job Information
John Hancock Life Insurance Company (USA Senior Support Analyst in Boston, Massachusetts
John Hancock Life Insurance Company (USA) is seeking a full-time Senior Support Analyst Job Duties: Responsible for seamless functioning of technology and applications for internal and external users. Duties include: Provide frontline support for software and peripherals including: performing user administration duties such as assisting with ServiceNow incidents and service tickets and escalating complex software and platform issues, troubleshooting software and non-standard issues, and developing and maintaining checklists for common technical issues; Collaborate with service owners to review, update and ensure all major Microsoft 365 services have standardized governance documentation and operational reporting is up to date and accessible based on individual report timeframes; Assist teams with creating reports using Power BI; and designing and building Power Apps and flows to automate processes using Power Automate; Maintain and update documentation to support application support; and Advise on licensing, upgrades and security issues. Employee may work from home within commuting distance of worksite. Minimum Requirements: Bachelors degree or foreign equivalent in Computer Science, Computer Engineering, Computer Information Systems, Management Information Systems, or related field and 6 years of experience working in an IT technology services position. Experience must include: 5 years of experience working within ITIL framework; 2 years of experience supporting Microsoft 365 services; 2 years of experience performing risk and controls self-assessments; 2 years of experience working in an Agile environment (Scrum or Kanban); 1 year of experience building Power Apps; 1 year of experience building flows using Power Automate; 1 year of experience building reports and dashboards using Power BI. Experience may be gained concurrently Job Site: 200 Berkeley Street, Boston, MA 02116 Salary: \$139,901 per year Apply online at https://www.johnhancock.com/about-us/our-culture/careers.html Job Ref #:JR24050187