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Senior Business Systems Analyst - Knowledge Management

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Date Posted: Aug 3, 2022

Location(s): Cary, NC, US, 27513

Company: MetLife

Job Location: Remote, or Hybrid in any other MetLife office globally 


Role Value Proposition: 

The Global Infrastructure organization (GI) is a diverse team of engineers, developers, business analysts with the freedom to create innovative solutions to address core business challenges within MetLife.  The role of our Business Systems Analyst provides an opportunity to deliver our next phase of Knowledge Practice adoption and Self Service via Agile Transformation, enable a differentiated customer experience and increase MetLife’s operating leverage.


The Business Systems Analyst position is responsible for the run, manage and maturity of Knowledge Management Practice including adoption of Knowledge Management globally.  Continuous Improvement, Innovation, and technical advancement along with application of KCS, ITIL, SAFe and Lean IT methodologies are at the core of the Knowledge Management Practice. 


Key Responsibilities:

  Knowledge Enablement Analysis, Governance and Execution

  • Day-to-day KM operational and compliance support for the Knowledge Enablement practice. Includes resolving basic technical & practice related issues and providing support to technical & client facing teams with respect to knowledge curation. 
  • Seizes opportunities to be an advocate for Knowledge Enablement
  • Monitor and provide applicable direction regarding Knowledge Feedback to individuals and teams.
  • Develop & maintain end user training articles, Pathway’s.
  • Delivers Training sessions globally focused on the Knowledge Management “Best Practices”. 
  • Recognized and serves as subject matter expert; addresses complex issues, potentially with high visibility.


  Knowledge Practice Maturity & Improvement

  • Participate in process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations.  Including “Link Accuracy”, automation identification and metrics for measurement
  • Analysis, Design, Develop and Test Jira/Azure stories for Knowledge Practice and tool improvements.  
  • Continual socialization of the Knowledge Management practice across all stakeholders. 
  • Accountability and ownership for team tasks to ensure collective success.
  • Translates technical concepts to business requirements.
  • Encourages and leads teams through critical thinking behaviors and opportunities.
  • Acts as a change agent.
  • Incorporates customer needs into organizational goals/objectives.
  • Exemplifies and promotes professional behaviors.


Essential Business Experience and Technical Skills:


  • Bachelor’s degree in Computer Science or related technical field
  • 4+ years of related Strategic, Operational, Business or Industry work experience.
  • An understanding and working experience in Analysis, Process Improvement & Data Analytics
  • Lean IT, DevOps, SAFe, ITIL V4, and/or Agile methodology, certification and/or awareness
  • Broad knowledge of IT systems, Automation toolsets, and Industry best practices. 
  • 4 Years ServiceNow experience (Knowledge Module) - MUST HAVE
  • Strong interpersonal and relationship building skills. Including oral & written skills and presentation experience.
  • Ability to execute multiple assignments concurrently in a fast paced ever changing environment.
  • Strong customer service focus.



  • Jira, Azure DevOps, Miro, ServiceNow Reporting, Power BI
  • Proficient with the MS Office suite used in day-to-day work functions.  Visio, Excel, PowerPoint, etc.
  • Fluent in one or more languages in addition to English i.e. Spanish, Japanese, Chinese, French…
  • KCS v6 highly desired


“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 wage range for this position specific to Colorado are $93,800 to $117,300 base.  You may be also eligible for the MetLife Annual Variable Incentive Plan ("AVIP").  Your eligibility for an AVIP award are governed by the terms of the applicable plan or program documents. MetLife offers a comprehensive benefits program that includes Medical, Dental, Life, Vision plus Retirement benefits and Paid Time Off.





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.


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.


Requisition #: 126087


Nearest Major Market: Raleigh