MetLife

Role Value Proposition: 

This role acts as a member of the Service Management Platform team, responsible for assuring alignment to business strategy and governance decisions. The Sr. Technical Functional Analyst works with stakeholders throughout the enterprise to understand business needs and deliver technical solutions that maximize the value of MetLife’s Service Management platform (ServiceNow).

ServiceNow represents MetLife’s Service Management solution, facilitating the execution of processes including Incident Management, Request Management, Change Management, Release Management, and Vendor Risk Management. Over 9,000 MetLife employees globally use ServiceNow to manage over 2.8 million tickets annually.

Key Responsibilities: 

• Aligns ServiceNow Platform capabilities to business strategy and ServiceNow Roadmap
• Performs discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding of design decisions including mock-ups, flow diagrams, and solution requirements.
• Partners with business partners to drive adoption and ensure implementation of technical good practices, policies, and procedures.
• Analyzes and understands ITIL processes, Service Catalog, user requirements, and procedures to improve operational efficiencies.
• Identifies opportunities to enhance user experiences and drive value realization through process improvement and automation.

Essential Business Experience and Technical Skills:

Required:

• 3+ years of application configuration experience including workflows and documentation.
• 3+ years of experience in Enterprise and/or IT Service Management.
• Proficient analysis skills and ability to identify downstream implications.
• Ability to develop strong relationships and build consensus among competing stakeholders.
• Bachelor’s degree in computer science, Information Systems, or a related field.

Preferred:

• 3+ years of experience configuring ServiceNow forms, business rules, reports, etc.
• Experience working in an Agile environment.
• Experience in the creation and execution of well-structured test plans.
• Experience with database design schemas and data modeling.
• Experience supporting solution deployments and releases.
• ITIL v3/4 certification.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.