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Role Value Proposition:

This role acts as a member of the ServiceNow Platform team, responsible for assuring alignment to business strategy and governance decisions. The Technical Functional Analyst II 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 IT Service Management (Incident Management, Request Management, Change Management, Release Management), IT Operations Management, and Vendor Risk Management. Over 65K MetLife associates globally use ServiceNow to manage over 3 million tickets annually.

Key Responsibilities:

* Participates in 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 stakeholders to drive adoption and ensure implementation of technical good practices, policies, and procedures.

* Analyzes and understands ITIL processes, 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:

* 2+ years of application configuration experience, including workflows and documentation.

* 2+ 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.

Preferred:

* Bachelor’s degree in computer science, Information Systems, or a related field.

* 2+ 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 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.

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.