Skip to content

  • Posting Location: Cary, North Carolina

United States
Working Schedule
Work Arrangement
Relocation Assistance Available
Posted Date
Job ID

Description and Requirements

Role Value Proposition:  

Execute initiatives related to ITSM Governance, Improvements, and Controls driving process compliance and improvements to increase the effectiveness and protect the IT environments. Performs complex functions in supporting the governance, audits, improvements, and execution of all IT Service Management (IPCRK) Practices.  Oversees ensuring all practice documentation is created and kept evergreen, the successful execution of ITSM audits and the ongoing improvements for of all ITSM practices.  Coordinate and deliver training on ITSM governance activities and best practices and the testing and validation of update to the Service Management tool. The individual in this role must possess the ability to handle multiple assignments concurrently in a fast paced ever changing Global environment.    

Key Responsibilities:  

  • Execute the governance activities for the ITSM practices to confirm they are operating with accuracy based on defined and documented procedures.  Resolve technical end user inquiries related to the ITSM tools and practices and provide Global solutions.  Deliver Leadership information to multiple audiences and troubleshoot control issues and develop solutions to prevent reoccurrence.  Deliver improvements to ITSM practices that support multiple applications and systems that support multiple Lines of Business.  Responsible for leading process improvement assessment activities, brainstorming discussions and driving recommended solutions that increase stakeholder effectiveness to implementations.   
  • Support partnerships with Audit (internal and external) to provide evidence on effectiveness of the ITSM practices all controls accountabilities are met and drive remediation actions developing action plans when needed.
  • Drive, analyze, develop and document ServiceNow development stories and develop user acceptance testing and post implementation validation scripts, perform acceptance testing and post implementation validation for tool improvements for all ITSM practices and develop and maintain end user process and technical documentation for the ServiceNow tool.
  • Perform additional ITSM team administrative functions, i.e., identify and implement industry standard, analyze business cases, create control process, perform audits, and maintain ITSM calendars, communications, and SharePoint site.
  • Conduct regional stakeholder, monthly operational review, post implementation and planning meetings.


Essential Business Experience and Technical Skills


  • 2+ years of related IT Service Management, Operational, Business or Industry work experience
  • Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. Working experience with SharePoint.
  • Requires strong oral and written communication skills, teamwork, negotiation, and partnership skills.
  • Ability to handle multiple assignments concurrently in a fast paced ever changing environment.
  • Design thinking skills with a strong customer service focus.



  • Associate degree in computer science or related technical field
  • Knowledge of IT systems and proficient with the MS Office suite desktop software used in day-to-day work functions.
  • SAFe Certified Scrum Master, ITIL 4 Foundations Certified, LEAN Certified or knowledge of ISO/IEC20000 and/or Cobit.
  • Fluent in one or more languages in addition to English i.e., Spanish, Portuguese, Chinese, French, Japanese.
Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For ®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.