MetLife

The Opportunity

The CRM & Workflow Production Support Analyst ensures stable, reliable, and high quality operations across Salesforce CRM and Workflow (Bizflow/Pega) platforms that support Group Benefits. This role provides functional and technical support, drives issue resolution, partners across technology and business teams, and proactively identifies improvements that enhance platform performance and user experience.

The analyst collaborates closely with Product Owners, Product Managers, Agile delivery teams, engineering partners, and business stakeholders to maintain operational readiness and support ongoing enhancements.

Key Responsibilities

Production Support & Incident Management

• Serve as the primary point of contact for production support for CRM and Workflow applications.
• Troubleshoot and resolve issues involving data integrity, configuration, user access, automations, integrations, and system performance.
• Conduct detailed root cause analysis and coordinate permanent fixes.
• Monitor daily jobs, workflow queues, integration logs, error reports, and operational dashboards.
• Manage incidents end to end, ensuring timely triage, resolution, and stakeholder communication.

Operational Readiness & Release Support

• Partner with PMA, POs, and Delivery Teams to ensure new capabilities are production ready and transition smoothly into BAU.
• Participate in release validation, smoke and regression testing, workflow verification, and post deployment health checks.
• Ensure that changes align with business processes and minimize production impact.

Cross-Team Coordination & Stakeholder Engagement

• Collaborate with Salesforce, Workflow, Integration, Data, and Infrastructure teams for triage and long term solutions.
• Communicate impacts, workarounds, timelines, and status updates clearly to business partners.
• Support business readiness activities, including documentation, training materials, and process updates.

Continuous Improvement

• Identify recurring issues, operational pain points, and opportunities for optimization.
• Provide analysis and recommendations that feed into future Features/Stories for the ART.
• Maintain and enhance operational documentation, SOPs, and knowledgebase articles.

Success Measures

• Reduction in recurring production incidents through proactive improvements.
• High quality and timely incident resolution aligned with SLAs.
• Strong operational readiness and reduced post‑release defects.
• Effective cross team collaboration and clear communications.
• Demonstrated ability to identify and drive enhancements that improve stability and user experience.

Required Qualifications

• 2–5 years supporting enterprise applications, preferably CRM (Salesforce) and workflow automation platforms.
• Strong analytical, triage, and problem-solving skills, including log analysis and data validation.
• Experience working in Agile environments (Scrum/SAFe).
• Knowledge of workflow routing, case management processes, automation, and integrations.
• Excellent communication skills and ability to translate technical issues into business-friendly language.
• Ability to support multiple issues simultaneously in a fast-paced environment.

Preferred Qualifications

• Experience with Salesforce Service Cloud, CRM administration/development, or workflow tools (Bizflow/Pega).
• Salesforce Certifications such as Administrator, Advanced Administrator, Platform App Builder, or Platform Developer I/II.
• Understanding of Group Benefits operations and case lifecycle processes.
• Familiarity with PI planning, Feature/Story lifecycle, and readiness concepts.
• Experience with monitoring tools, Splunk, API logs, deployment pipelines, and defect management practices.