Change and Incident Coordinator

The Change Management Support Analyst is responsible for delivering end-to-end change governance for Finance & Treasury technology teams. In this role, you will ensure all technology changes comply with corporate audit requirements, change policies, and control standards. You will manage ServiceNow change processes, validate documentation, oversee vendor-driven changes, and support incident-related activities. This is an opportunity to contribute to operational stability, strengthen governance maturity, and collaborate with cross-functional technology and business partners.

Position Responsibilities

• Change Management Execution: Create and manage ServiceNow (SNOW) Change tickets, ensuring all submissions meet required standards. Verify implementation plans, testing evidence, and required documentation prior to approval. Ensure all changes comply with required lead-time guidelines. Monitor external vendor change queues and coordinate internal assessments and business communications. Maintain accurate and up-to-date Change Management support documentation.

• CAB Governance & Compliance: Present applicable changes at CAB meetings and obtain PMO approval when required. Prepare CAB reports, chair Finance CAB sessions, document follow-ups, and archive materials for audit readiness. Ensure changes submitted after CAB meetings receive complete business and systems approvals. Participate in enterprise change governance meetings and ongoing training.

• Authorization, Reporting & Closure: Generate SNOW reports and distribute approved change lists to implementation teams. Validate authorization of changes during both freeze and non-freeze periods. Perform post-implementation reviews to confirm verification logs and evidence are complete before closure.

• Communication, Risk Awareness & Stakeholder Management: Keep Finance teams informed of system changes, outages, and operational impacts. Distribute outage notifications for production and non-production environments. Prepare and publish reporting on upcoming changes and system impacts for management and business partners. Ensure consistent alignment with change processes, corporate audit standards, and compliance requirements.

Required Qualifications

• Experience working with ServiceNow or comparable ITSM platforms.

• Experience supporting IT change management processes within a regulated or audit-driven environment.

• Strong documentation skills and attention to detail, with an understanding of audit and compliance expectations.

• Excellent communication and stakeholder-coordination abilities.

Preferred Qualifications

• Experience with Finance & Treasury technologies or processes.

• Familiarity with CAB operations and governance standards.

• Experience coordinating vendor-driven changes.

• Understanding of incident and problem management processes.

• Knowledge of SOX, audit frameworks, or risk management practices.

When You Join Our Team

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.