Description and Requirements
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.
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 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 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 [email protected]. 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.
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What We Do
Named one of Fortune’s “World’s Most Admired Companies,” MetLife is leading the global transformation of an industry we’ve defined for more than 150 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife’s building a workforce of diverse and empowered voices that all belong. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
