Lead ServiceNow platform alignment, design, and configuration for IT Service Management. Conduct discovery, create UI mock-ups and functional/technical documentation, perform gap analysis, drive automation and adoption, participate in Agile ceremonies, and support testing and releases to improve processes and user experience.
Description and Requirements
The Team You Will Join
When you join MetLife's Global Technology team, you'll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You'll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life's most important moments. In this dynamic environment, you'll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.
The Opportunity
This role acts as a member of the ServiceNow Platform Delivery team, responsible for assuring alignment to business strategy and governance decisions. The Senior 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 IT Service Management (Incident Management, Request Management, Change Management, Release Management) and IT Operations Management. Over 65K MetLife associates globally use ServiceNow to manage over 3 million tickets annually.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.
The expected salary range for this position is $90,000 - $120,000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - 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.
#BI-Hybrid
The Team You Will Join
When you join MetLife's Global Technology team, you'll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You'll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life's most important moments. In this dynamic environment, you'll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.
The Opportunity
This role acts as a member of the ServiceNow Platform Delivery team, responsible for assuring alignment to business strategy and governance decisions. The Senior 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 IT Service Management (Incident Management, Request Management, Change Management, Release Management) and IT Operations Management. Over 65K MetLife associates globally use ServiceNow to manage over 3 million tickets annually.
Key Responsibilities
- Aligns ServiceNow Platform capabilities to business strategy and ServiceNow roadmap.
- Leads discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding of design decisions through mock-ups, flow diagrams, and solution requirements
- Partners with business stakeholders to drive adoption and ensure implementation of technical best practices, policies, and procedures.
- Analyzes and understands ITIL processes, user requirements, and procedures to improve operational efficiencies.
- Performs gap analysis and identifies opportunities to enhance user experiences, driving value realization through process improvement and automation.
- Creates UI mock-ups and documents functional requirements to conceptualize user experiences; documents user acceptance criteria, technical user manuals, system configuration documents, and technical reports.
- Participates in Agile ceremonies, including PI Planning and backlog/grooming sessions.
Required Qualifications
- Bachelor's degree in computer science, Information Systems, or a related field.
- 3+ years of application configuration experience including workflows and documentation.
- 3+ years of experience in Enterprise and/or IT Service Management.
- Advanced analysis skills and ability to identify downstream implications.
- Advanced experience in technical documentation of functional requirements, user manuals, and reports.
- Ability to develop strong relationships and build consensus among competing stakeholders.
Preferred Qualifications
- 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.
Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.
The expected salary range for this position is $90,000 - $120,000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - 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.
#BI-Hybrid
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