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.
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