Change and Incident Coordinator

Manulife is a leading international financial services provider, and they are seeking a Change and Incident Coordinator to deliver end-to-end change governance for Finance & Treasury technology teams. The role involves managing ServiceNow change processes, ensuring compliance with corporate audit requirements, and supporting incident-related activities to contribute to operational stability and governance maturity.ResponsibilitiesCreate and manage ServiceNow (SNOW) Change tickets, ensuring all submissions meet required standardsVerify implementation plans, testing evidence, and required documentation prior to approvalEnsure all changes comply with required lead-time guidelinesMonitor external vendor change queues and coordinate internal assessments and business communicationsMaintain accurate and up-to-date Change Management support documentationPresent applicable changes at CAB meetings and obtain PMO approval when requiredPrepare CAB reports, chair Finance CAB sessions, document follow-ups, and archive materials for audit readinessEnsure changes submitted after CAB meetings receive complete business and systems approvalsParticipate in enterprise change governance meetings and ongoing trainingGenerate SNOW reports and distribute approved change lists to implementation teamsValidate authorization of changes during both freeze and non-freeze periodsPerform post-implementation reviews to confirm verification logs and evidence are complete before closureKeep Finance teams informed of system changes, outages, and operational impactsDistribute outage notifications for production and non-production environmentsPrepare and publish reporting on upcoming changes and system impacts for management and business partnersEnsure consistent alignment with change processes, corporate audit standards, and compliance requirementsSkillsExperience working with ServiceNow or comparable ITSM platformsExperience supporting IT change management processes within a regulated or audit-driven environmentStrong documentation skills and attention to detail, with an understanding of audit and compliance expectationsExcellent communication and stakeholder-coordination abilitiesExperience with Finance & Treasury technologies or processesFamiliarity with CAB operations and governance standardsExperience coordinating vendor-driven changesUnderstanding of incident and problem management processesKnowledge of SOX, audit frameworks, or risk management practicesBenefitsHealth, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverageAdoption/surrogacy and wellness benefitsEmployee/family assistance plansVarious retirement savings plans (including pension and a global share ownership plan with employer matching contributions)Financial education and counseling resourcesGenerous paid time off program in Canada includes holidays, vacation, personal, and sick daysFull range of statutory leaves of absenceCompany OverviewManulife is a leading international financial services group that helps people make their decisions easier and lives better. It was founded in 1887, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://www.manulife.com/.



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