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Added 8 mins ago
M
Project Manager, Group Benefits Operations
Manulife
Waterloo, ON
- Full-time
Partner with Product and Technology to translate operational needs into requirements and coordinate testing, change management, training, communications, cutover, and post-implementation…
Added 8 mins ago
Officer, Delivery Services (Urban Planning) - External Montreal
Canada Post - Postes Canada
Montreal, QC
Plays a local lead role for national delivery service projects, managing change within Canada Post, and with contractors, customers and government officials. This includes addressing…
Added 8 mins ago
CI
Student Intern, HealthTech - Product Data Management and Material Pricing
Celestica International LP
Toronto, ON
- $23 to $30 CAD / hour
Collaborate with global customer unit, customer, program management, business proposal lead, finance
Added 8 mins ago
Senior Manager, Real Estate Operations, Saskatchewan
Bell
Regina, SK
We are seeking for a Senior Manager, Real Estate Operations, to lead the day-to-day operations of a mission‑critical Data Centre, ensuring high availability, reliability, safety, and…
Added 8 mins ago
A
Customer Service Experience Representative, Temporary
Aviso
Vancouver, BC
- $52,000 to $60,000 CAD / year
- Temporary
At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership,…
Added 8 mins ago
O
Assistant Project Manager
ONxpress
Toronto, ON
- Full-time
The ONxpress Civils Contractor General Partnership, a partnership between FCC Canada Limited and Aecon Infrastructure Management Inc., is a multidisciplinary Civils Joint Venture (CJV) team…
Added 8 mins ago
HE
Social Media and Community Event Manager
Heaps Estrin Real Estate Team
Toronto, ON
- Full-time
Social Media Strategy: Lead the strategy, implementation and management of our social media channels and own calendars to increase brand awareness, engagement, and follower growth across…
Added 8 mins ago
BH
Senior Manager, Digital Innovation (AI)
BC Hydro
Burnaby, BC
- Full-time
Lead management, professional, and unionized staff to ensure alignment with digital innovation goals and priorities.
Added 8 mins ago
A
Customer Service Experience Representative
Aviso
Vancouver, BC
- $52,000 to $60,000 CAD / year
- Full-time
At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership,…
Added 8 mins ago
EA
Senior Functional Consultant
Elios AI
Montreal, QC
- Full-time
We're hiring a Senior Functional Consultant to lead source-to-pay implementations for enterprise clients: shaping the action plan, configuring and rolling out the platform, training users,…
Added 8 mins ago
A
Customer Service Experience Representative
Aviso
Toronto, ON
- $52,000 to $60,000 CAD / year
- Full-time
At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership,…
Added 8 mins ago
EA
Senior Functional Consultant
Elios AI
Vancouver, BC
- Full-time
We're hiring a Senior Functional Consultant to lead source-to-pay implementations for enterprise clients: shaping the action plan, configuring and rolling out the platform, training users,…
Added 8 mins ago
EA
Senior Functional Consultant
Elios AI
Toronto, ON
- Full-time
We're hiring a Senior Functional Consultant to lead source-to-pay implementations for enterprise clients: shaping the action plan, configuring and rolling out the platform, training users,…
Added 8 mins ago
O
Assistant Design Manager
ONxpress
Toronto, ON
- Full-time
The ONxpress Civils Contractor General Partnership, a partnership between FCC Canada Limited and Aecon Infrastructure Management Inc., is a multidisciplinary Civils Joint Venture (CJV) team…
Added 8 mins ago
EA
Senior Functional Consultant
Elios AI
Calgary, AB
- Full-time
We're hiring a Senior Functional Consultant to lead source-to-pay implementations for enterprise clients: shaping the action plan, configuring and rolling out the platform, training users,…
Added 23 mins ago
Senior Associate, OOH Direct Activation
WPP Media
Toronto, ON
Media Partner Management: Cultivate and manage senior-level relationships with major OOH vendors. Lead Joint Business Partnerships (JBPs) and discover first-to-market opportunities.
Added 23 mins ago
Bilingual Manager, Analytics
CMHC - SCHL
Calgary, AB · Vancouver, BC · Halifax, NS · Ottawa, ON · Toronto, ON · Montreal, QC
Join the Insurance and Securitization, in the Manager, Analytics position. In this role, you will lead a team of specialists, senior analysts, and data scientists responsible for delivering…
Added 23 mins ago
RC
Marketing Manager, Customer Execution
Revlon Corporate
Mississauga, ON
- $95,000 to $115,000 CAD / year
We honor our heritage, embrace change, and applaud diversity. We champion our employees and celebrate our consumers.
Added 23 mins ago
VC
Diet Technician / Supervisor - Casual/On-Call
Vancouver Coastal Health
Vancouver, BC
- $34.81 CAD / hour
- Other
…of current computerized applications, including diet order management programs, a computerized client care information system as well as current word processing, spreadsheet, and database…
Added 23 mins ago
HR
Peer Support Worker, Mental Health
Humber River Health
ON · Greater Toronto Area, ON
- Other
…6:00 pm and/or 12:00-8:00 pm on Tuesday to Friday - subject to change as per operational needs and Article HRH 2 – Management RightsLabour Group: OPSEU 590Reporting Relationship: Manager,…
Added 23 mins ago
SA
Manager, Customer Success
Schema App
Remote, Canada
- $120,000 to $130,000 CAD / year
- Full-time
- Remote
We are hiring a Manager, Customer Success to lead and develop a high-performing Customer Success team that helps Enterprise customers realize measurable value, build strategic partnerships,…
Added 23 mins ago
UH
Engineering Service Technologist IV
University Health Network
Toronto, ON
- Full-time
Initiate, within a Quality Management System, change controls, deviations, investigations, CAPAs, risk assessments, and continuous improvement initiatives related to equipment and facility…
Added 37 mins ago
Maintenance Planner
Westerkirk
Calgary, AB
High attention to detail, responsive and adherent to deadlines; excellent time management, organization, and planning skills with a high ability to adapt to change whilst working under…
Added 37 mins ago
Quality Assurance Manager- AMO
Westerkirk
Calgary, AB
Provide leadership and management of the Quality department in the Aircraft Maintenance Organization (AMO) through a structural process of objective setting, performance appraisals and…
Added 37 mins ago
Sr. Technical Account Manager
Dayforce
Canada
Thorough understanding of the Software-as-a-Service (SaaS) business model and exposure to hosting and change management protocols.

Manulife

Documentation and Training Analyst

Halifax, NS, Canada
Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 19, 2026
Posting language: English
Posted: Nov 5, 2026

Original job description

The Documentation and Training Analyst will bring together approved future-state designs, business rules, exception scenarios, controls, system steps and readiness requirements into an integrated learning and documentation package. The role will partner closely with Product Owners, Business SME Leads, the SME pool, Change Management and Delivery teams while preserving clear accountability: SMEs establish the operational facts, Product Owners approve business outcomes and acceptance, and this role converts approved content into usable procedures and learning assets.

This opportunity is well suited to someone who combines strong instructional design and technical-writing skills with business analysis, facilitation and disciplined document control. The successful candidate will be comfortable working in an agile transformation environment where designs evolve through validation, build, testing and release readiness.

Position Responsibilities:

Develop operational documentation

Create and maintain end-to-end procedures, standard operating procedures, job aids, quick-reference guides, checklists and knowledge articles for transformed business processes.

Translate approved future-state designs, requirements, business rules, controls, systems steps and exception paths into clear role-based instructions.

Validate procedure accuracy and completeness with the Business SME Lead, assigned specialists, Product Owner, Risk and Delivery partners.

Maintain version control, review history, ownership, effective dates and traceability from documentation to approved process and release artifacts.

Design and deliver learning solutions

Conduct learning-needs analysis and define role-based learning objectives, curricula and delivery approaches for impacted employees and leaders.

Develop facilitator guides, participant materials, e-learning content, simulations, practice exercises, knowledge checks and performance-support tools.

Use realistic scenarios, business rules and exception cases to prepare users for both routine processing and human-in-the-loop decisions.

Deliver or coordinate instructor-led and virtual training, train-the-trainer sessions, knowledge transfer and post-launch reinforcement.

Enable readiness and adoption

Partner with Change Management to align training with stakeholder impacts, communications, readiness activities, release timing and adoption measures.

Confirm that required procedures, learning assets, environments, access and facilitators are ready before deployment.

Support UAT and production-readiness activities by converting issues, defects and process clarifications into final documentation and learning updates.

Monitor completion, learner feedback, knowledge-check results, early performance indicators and support themes; recommend targeted reinforcement where needed.

Support integrated transformation delivery

Work within sprint and release cadences, manage content dependencies and surface decisions or blockers that could affect readiness, controls, benefits or AWD retirement outcomes.

Coordinate inputs across business units while distinguishing common enterprise content from business-unit, product, customer, system or control variations.

Apply practical AI and automation tools to accelerate drafting, content analysis and maintenance only where approved, with human validation of accuracy, controls and sensitive information handling.

Build reusable templates and standards that improve documentation and learning quality across later Project waves.

Required Qualifications

Experience in operational documentation, technical writing, instructional design, learning development, business transformation or a related field.

Demonstrated experience creating procedures, job aids, facilitator guides, participant materials and digital or blended learning content.

Strong ability to synthesize process maps, requirements, business rules, controls and system information into clear role-based guidance.

Experience facilitating working sessions, content reviews, train-the-trainer sessions or employee learning.

Strong written communication, editing, stakeholder-management and organizational skills, with close attention to accuracy and document control.

Ability to manage multiple deliverables in an agile environment where requirements, designs and release plans continue to evolve.

Experience supporting financial-services operations, process or technology transformation, controls, UAT, Salesforce, workflow or AI-enabled change is preferred.

Knowledge of adult-learning, instructional-design, change-management, Lean or continuous-improvement approaches is an asset.

When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Working Arrangement

Hybrid

Salary & Benefits

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

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

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Apply About employer

More about this job

Responsibilities

The Documentation and Training Analyst will integrate business rules, system steps, and readiness requirements into comprehensive learning and documentation packages. This role involves collaborating with cross-functional teams to develop operational procedures and deliver effective learning solutions that support business transformation.

Requirements

Candidates should have experience in operational documentation, technical writing, and instructional design within an agile environment. Proficiency in synthesizing complex process information into clear, role-based guidance and facilitating stakeholder reviews is essential.

Skills

Technical writing
Instructional design
Business analysis
Facilitation
Document control
Agile methodology
Standard operating procedures
Learning needs analysis
E-learning development
Stakeholder management
Change management
Process mapping
Version control
UAT support
Workflow documentation

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy support
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan
Financial education and counseling
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Documentation
Training
Technical Writing
Instructional Design
Business Analysis
Agile
SOP
Change Management
Salesforce
AI
Automation
UAT
Lean
Continuous Improvement
Financial Services
Process Transformation
Knowledge Management
Facilitation
Version Control
E-learning

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