Change and Incident Coordinator

Manulife is a leading international financial services provider, helping people make their decisions easier and lives better. The Change and Incident Coordinator will be responsible for delivering change governance for Finance & Treasury technology teams, ensuring compliance with corporate audit requirements and managing ServiceNow change processes.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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

Benefits

• Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
• Adoption/surrogacy and wellness benefits
• Employee/family assistance plans
• Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• Full range of statutory leaves of absence

Company Overview