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Manulife is an international financial services company headquartered in Canada, operating across insurance, healthcare, wealth management, investments, and retirement planning. Its products and services support customers in North America, Asia, and Europe as they manage long-term financial and health-related needs. With a large global workforce and operations spanning multiple markets, Manulife hires across business, technology, finance, insurance, and customer-focused teams. The company also emphasizes sustainability and an inclusive workplace culture.
CyberArk Operations Analyst - Manulife, Toronto Hybrid
Support CyberArk and privileged access management operations, including incidents, service requests, and platform maintenance. Help strengthen privileged access services at Manulife, an international financial services provider.
Canada$86,100 – $136,100 / year
HybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredOperationsDescription
- Deliver daily operational support for CyberArk and privileged access management services
- Handle incidents, service requests, and operational activities within defined SLAs
- Monitor service health and assist with privileged-account onboarding, maintenance, and administration
- Record activities, requests, and resolutions in ticketing systems
- Diagnose and resolve CyberArk and privileged-access issues
- Analyze root causes and apply corrective measures to prevent recurring problems
- Work with engineering teams on complex issues, upgrades, platform enhancements, and service improvements
- Coordinate with business teams, application owners, and technology stakeholders on privileged-access needs
- Keep stakeholders informed with timely updates during incidents and service requests
- Maintain operating procedures, knowledge articles, and support documentation
- Recommend ways to improve service quality, operational efficiency, and user experience
- Contribute to continuous-improvement efforts and Privileged Access Services projects
Requirements
- Two to five years of experience in cybersecurity operations, identity and access management, privileged access management, or IT operations
- Two to five years of practical experience supporting CyberArk solutions and privileged access management processes
- Experience with ServiceNow, Jira, Remedy, or comparable ticketing platforms
- Working knowledge of incident management, request fulfillment, and SLA-based support models
- Strong diagnostic, analytical, and problem-solving abilities
- Excellent written and verbal communication skills
- Professional communication skills across varied stakeholder channels
- Background working with both technical and business teams
- Strong organization and time-management skills
- Ability to prioritize multiple demands in a fast-moving environment
- Commitment to customer service, collaboration, and ongoing improvement
- CyberArk PAM, PVWA, CPM, PSM, PTA, or EPM experience is preferred
- CyberArk Defender, Sentry, Guardian, or related certification is preferred
- Familiarity with IAM principles, PAM practices, and security best practices
- Experience supporting enterprise security platforms in large, complex environments
- Knowledge of Windows Server, Active Directory, Microsoft Entra ID (Azure AD), Linux, and networking fundamentals
- Experience supporting audits, regulatory compliance, and security governance activities
- Experience with PowerShell, Python, or comparable scripting languages
- ITIL Foundation certification or experience in an ITIL-based service management environment
Benefits
- Flexible working arrangements
- Opportunities for learning and career development
- Support for well-being and inclusion
- Health, dental, mental health, and vision coverage
- Short- and long-term disability insurance
- Life and accidental death and dismemberment insurance
- Adoption and surrogacy assistance
- Wellness programs and benefits
- Employee and family assistance programs
- Retirement savings options, including a pension plan
- Global share ownership plan with employer matching contributions
- Financial education and counseling
- Paid holidays, vacation, personal days, and sick days
- Statutory leave entitlements
- Incentive programs and compensation linked to business and individual performance
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