Technical Writer, GTSM

Join our Global Technology Services Team!

About our Team:

To empower the Global Technology Service Management (GTSM) organization by providing precise, accessible, and continually updated documentation that enhances operational efficiency and service excellence.

Mission Statement:

Our mission is to deliver best-in-class documentation services within GTSM, ensuring that all processes, procedures, and in-scope technical documents are of the highest quality. We emphasize clarity, accuracy, precision, structure, and consistency, tailoring our content to fit the intended audience and presenting it professionally. Our work aligns with GTSM's strategic objectives and is produced efficiently with timely delivery schedules, ensuring continuous improvement to meet evolving needs.

Responsibilities:

1. Annual Documentation Review: Facilitate yearly reviews and updates of all GTSM process and procedure documents to ensure they reflect current practices and incorporate any necessary updates.
2. Documentation System and Framework: Develop and maintain a consistent Documentation Management Framework across GTSM, ensuring a standardized and version-controlled experience. Ensure the system is user-centric, structured, and designed for easy navigation, allowing users to efficiently locate and access required documents.
3. Documentation Standards: Develop and maintain templates for various document types to ensure consistency and ease of use, and alignment with documentation standards.
4. On-Request Documentation Services: Provide documentation services upon request, including creating or editing manuals, user guides, training materials, runbooks, recovery plans, and diagrams.
5. Stakeholder Engagement: Engage with requestors to understand documentation needs, including audience, requirements, scope, and technical inputs, to map out a plan and schedule.
6. Iterative Review Process: Conduct stakeholder meetings and manage the drafting and review process, ensuring high-quality documentation with potential four-eye checks for assurance.
7. Feedback and Improvement: Collect feedback through NPS surveys and use insights to drive continuous improvement in documentation services.

Qualifications:

• Bachelor’s degree or equivalent experience in Technical Writing and Communications, Information Technology, or a related field preferred.
• Candidates with Certified Professional Technical Communicator (CPTC) accreditation or equivalent professional certification are highly valued.
• Proven experience in technical writing, preferably within IT service management or related fields.
• Familiarity with ITIL, SRE, or IT Service Management principles is highly desirable.

Technical Skills:

• Expert usage of Microsoft Office and collaboration tools.
• Ability to create visual charts and graphics. Knowledge and experience with creating video content is desirable.
• Ability to create easy to read documentation with limited formatting options.
• Ability to organize and manage a library of content.
• Familiarity with the usage of available AI (Artificial Intelligence) tools to improve the efficiency and effectiveness of the documentation process.
• Experience and skills in building and creating professional customer feedback surveys for measuring customer satisfaction and gathering inputs for continual improvement.

Other Attributes:

• Vision and drive to develop and mature the GTSM Documentation Services into the future.
• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.
• Mastery in workload management and time management. Ability to work under time pressure and across multiple requests concurrently.
• Meticulous with a focus on quality and consistency.
• Performance-focused with a keen sense to meet and exceed performance measures.
• Strong focus on customer centricity with a commitment to providing the best possible customer experience through every interaction and result.
• Flexibility to work with global teams across different time zones.

What can we offer you?

• 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:

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 stakeholders and has a positive social and environmental impact.

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 our story.

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 recruitment@manulife.com.

Primary Location: Toronto, Ontario
Working Arrangement: Hybrid
Salary range is expected to be between: $75,880.00 CAD - $140,920.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.