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Production Support - Eligibility

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Date Posted: Nov 28, 2022

Location(s): Bridgewater, NJ, US, 8807

Company: MetLife

Title: Production Support – Eligibility


LOB/Department: Group Benefits / Program Solutions & Delivery


Reports to: Manager, Production Support





Summary of Responsibilities:

· Resolve Customer Eligibility application and file processing issues to ensure optimal performance and usability for the various internal system users and customers

· Provide root cause analysis, solutions, and status of the incident to the Product Owner and stakeholders

· Work as part of the Eligibility ART’s Production Support team focused on resolving reported incident tickets for UIS and file feeds

· Develop and maintain professional relationships with Business and IT resources as part of the ART

· Create or update documentation for internal Production Support processes and Business procedures

· Provide consultative services as needed on the end to end system flow and procedures


Principal Responsibilities:

· Under general supervision monitor and work daily work queues of reported incidents

· Research and analyze incidents, engage IT for assistance as needed

· Translate business defects into high level system specifications

· As needed write and execute test cases for related incidents

· Effectively communicate incident status to Business user groups and Management

· Escalate reported incidents or status as necessary

· Review and work system interface reports

· Participate an assist in knowledge transfer sessions conducted by Production Support, UAT, IT and Business teams

· Create and update relevant production support and Business procedure documentation

· Participate in meetings with IT Production Support to assist in prioritization of incident tickets

· Participate in meetings for Release Management in prioritization of fixes for incident tickets


Knowledge/Skills/Competencies Required:

· Data Analysis

· Good interpersonal skills to cultivate relationships

· Self-Motivated and ability to do multi-tasking efficiently

· Familiar with supporting application and system infrastructure

· Understanding business processes and their relation to technology

· Strong organization and time management skills

· Excellent written and verbal communication skills

· Good negotiation skills to influence cross-functionally

· Ability to prioritize work as needed

· Ability to and prioritize assignments that are competing for limited resources

· Familiar with the business procedures supported

· 3-4 years of related work experience

· Bachelor’s degree in related field or equivalent experience



· Manage medium complexity incidents and tasks


Other Comments:

· This position will require 0% - 10% travel and the ability to coordinate with multiple teams and partners virtually.






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.



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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


The wage range for applicants for this position is $57,100-76,100. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.


MetLife maintains a drug-free workplace.