MetLife

·   Accountable for driving the resolution of high priority incidents tickets (MIMs) including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
Promotes accountability and ownership for the team by supporting compliance to processes
 
·   Assists with high priority problem tickets if required, root cause closures, remediation timelines as required and documentation of known errors.

·   Reviews Change Tickets for EMEA to ensure compliance, correct approvals have been gained and tickets have the correct business justifications listed.

·   Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations

·   Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately

. Articulates and promotes team processes across all stakeholders
Incorporates customer impact and needs into process to ensure proper focus and actions are taking place

·  Provides off-hour and weekend support for high priority incidents (and root cause investigations as needed) 

·  Supports additional job requirements as role and ITIL practices mature within organization 

* Essential Attributes, Business Experience and Technical Skills:

Required:
·  3+ years’ prior ITSM experience
·  ITIL Certifications hashtag#itilcertified
·  Ability to think critically, analyze, listen, clarify, and solve problems
·  A high level of customer awareness
·  Ability to interact effectively with a global team in multiple time zones
·  ServiceNow ITSM
·  Proficient verbal and written communication skills
·  Detail and process-orientated with strong customer service skills
·  Ability to prioritize work and work in a team environment

Preferred:
·  Intermediate ITIL Certifications (e.g., ITSM, ITILv4)
·  Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint
·  Broad knowledge of IT systems, Automation toolsets, and Industry best practices
·  Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment.
As there are not hashtag#MIM issues every day, also looking for the team members to assist with other SNOW activities

hashtag#changemanagement :
·  Chase for approvers if required
·  Ensure tickets are complaint

hashtag#problemmanagement :
·  If and when required - looking to assign PM to another team.