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IT Change Management Team Lead

Date Posted: Nov 1, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, North Carolina


Role Value Proposition: 

The IT Change Management Team Lead will drive initiatives related to ITIL Change Management process compliance and improvement to protect the live IT environment. Performs complex Change Management functions in support of the Change Management process.  Oversees the governance of the implementation of ongoing changes to the IT Change Management process as dictated by: changes in business or regulatory need, changes in surrounding functions and need for continuous improvement. Coordinate UAT testing for Change process and tool improvements.  The individual in this role must possess the ability to handle multiple assignments concurrently in a fast paced ever changing Global environment.    


Key Responsibilities:  

  • Review IT change requests for accuracy based on defined and documented procedures and reject for cause or provide final approval as appropriate. Resolve technical end user inquiries related to Change Management tools and process.  Provide Leadership information at a Global level and troubleshoot change control issues and develop solutions to prevent reoccurrence. For complex changes (multiple application or systems, multiple impacted Lines of Business) manage the scheduling and LOB approvals to avoid collisions and reschedules. Lead process improvement activities, i.e. discussions, assessments, brainstorming, improvement recommendations with stakeholders, including management. Interact with Business customers to understand effect of IT change on Business processes.
  • Work with Audit (internal and external) to provide evidence on effectiveness of controls and assist in development of action plans when needed.
  • Analyze, develop and document ServiceNow development stories in Jira. Develop UAT and post implementation test scripts, perform UAT and post implementation testing for Change process and tool improvements. Develop and maintain end user process and technical documentation for the Change Management process and tool. Perform analysis, produce and schedule change management reports. Analyze and develop Performance Analytics Dashboards in the ServiceNow tool.
  • Perform additional Service Now administrative functions, i.e. analyze business case for and create task, normal change and standard change templates, create black-out periods, etc. Develop and maintain Global Change Management SharePoint site.
  • Conduct operational Global Change Management technical and management meetings, i.e. Emergency CAB, Planning CAB, US Regional CAB, Global CAB, team meetings, etc.


Essential Business Experience and Technical Skills:


  • 6+ years of related work experience
  • ITIL certification
  • Requires strong oral and written communication skills, teamwork, and partnership skills.
  • Ability to handle multiple assignments concurrently in a fast paced ever changing environment.
  • Strong customer service focus & willing to provide 24X7 on call support for emergency change issues to achieve customer’s SLA’s.



  • Associate’s degree in Computer Science or related technical field
  • 3+ years in IT change management
  • Knowledge of IT systems and proficient with the MS Office suite desktop software used in day to day work functions.
  • SCRUM certified, LEAN certified or knowledge of.
  • Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. Working experience with SharePoint.
  • Fluent in one or more languages in addition to English i.e Spanish, Portuguese, Chinese, French, Japanese.


Business Category

Global Infrastructure Technology Operations


Number of Openings



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 is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on 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.

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Requisition #: 105554 

Nearest Major Market: Raleigh