Apptio Technical Support Lead

Description and Requirements
Role Value Proposition:
The IT Costing and Performance Management team provides analytic solutions and services that enable employees to make better-informed and timely business and strategic decisions. The capabilities, reports, and analysis provided by the team serve as the core data, reporting, and analytic platform for the Global Technology Organization (GTO) of MetLife.
We are seeking a dynamic and energetic individual with a strong technology and financial management background to help drive the performance management vision, specifically centered on a Technology Business Management solution designed to position executives with the knowledge to manage and communicate the cost, quality, and value of IT Services. The ideal candidate will possess a unique blend of business and technical acumen; a big-picture mindset and the drive to deliver results. This role will work in close collaboration with IT and Finance professionals at all levels within the organization.
Key Responsibilities:
Team Leadership:

• Lead an Agile team of Apptio Technical Functional Analysts in a continuous iterative development and delivery lifecycle.
• Provide guidance, mentorship, and technical expertise to team members.
• Foster a collaborative and high-performance team culture.
• Provide guidance through effective communication and SOP development and maintenance for offshore resources that perform key daily operational tasks.

Operational Oversight:

• Ensure strict adherence to daily and monthly deliverable SLAs.
• Oversee all operational activities and communicate completion as required through the designated channels.
• Review work objects for data hygiene and state accuracy.
• Assist with the Investigation and troubleshooting of output variances and technical issues within the Apptio platform.
• Collaborate with cross-functional teams to resolve technical challenges.
• Provide timely and effective solutions to ensure business partner's deliverable timelines are not negatively impacted.

Solution Design and Development:

• Collaborate with the lead Functional Technical Analyst to design and develop new solutions within the Apptio platform.
• Customize and configure Apptio modules to meet specific business requirements.
• Conduct thorough testing and validation of developed solutions.
• Drive design, development, and implementation of the Technology Business Management (TBM) Model through various modules within the Apptio platform.
• Function as a trusted subject matter expert (SME) through repeated successful collaboration with IT Executives, Service Owners, the TBMO, and Finance on IT Total Cost of Ownership, financial metrics, budgeting, and forecasting.

Optimization and Improvement:

• Continuously assess and optimize existing solutions within the Apptio platform.
• Identify opportunities for process improvements and automation.
• Implement best practices to enhance the efficiency and effectiveness of Apptio solutions.
• Work with cross-team business partners to develop and implement automated validation solutions to speed recovery from output variance events.

Essential Business Experience and Technical Skills:
Required:

• 5+ years of relevant experience.
• Experience modeling financial data within the Apptio platform.
• Strong quantitative and analytical skills for financial modeling and analysis.
• Proficiency in Microsoft Excel using pivot tables, logic formulas, and functions such as VLOOKUP, data validation, named ranges, and conditional formatting.
• Demonstrated strength in conducting analysis of large data sets and preparing clear summaries.
• Ability to work efficiently and effectively across all levels of the organization.
• High degree of organization and ability to manage multiple, competing priorities simultaneously.
• Experience leading others in design, development, and implementation activities.
• Excellent communication and presentation skills to executive personas.

Preferred:

• Bachelor's degree in business finance, Information Technology, or a related field.
• Experience with Apptio Software as a Service platform.
• Experience using enterprise-scale data analytics software solutions such as Apptio, ApptioOne, Tableau, SAS, Qlick, and Power BI.
• Experience in an Apptio consulting environment.
• Experience with Cloudability or Flexera.
• Knowledge and application of relational database concepts.
• Previous experience working with scripting, report building, etc.
• SAFe/Agile Exposure.
• Knowledge of IT services and best practices related to financial management processes such as budgeting, cost allocations, capital and operating expense handling, program portfolio management, and application/ infrastructure support.
• Understanding of IT infrastructure domains, including data centers, network/ communications, server utilization, virtual environments, storage, application development, and end-user services.
• Broad experience in the financial services industry.
• Relevant certifications.

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.
The expected salary range for this position is $120,000 to $140,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
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 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 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!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
$120,000 to $140,000
#BI-Hybrid