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Senior Analyst, Service Management.

Date Posted: Mar 15, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States : North Carolina : Cary  


Role Value Proposition:   

Since its rollout as MetLife’s solution for ITSM, ServiceNow has grown significantly both in user community (from 3500 in the US to over 9000 process users globally) and tickets (75k/mo to over 150k/mo). In addition, MetLife has recently increased its investment in SerivceNow features and capabilities. This critical resource will focus on Solution Architecture for ServiceNow, ensuring that proposed enhancements align with industry best practices and utilize out of the box solutions whenever possible. Resource will be responsible for facilitating the Product Governance process to collect, evaluate, and prioritize new features and capabilities. Resource will partner with teams throughout MetLife to identify improvement opportunities and consult on optimal designs. 



Key Responsibilities: 

  • Aligns ServiceNow Platform capabilities to business strategy and ServiceNow Roadmap 
  • Performs discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding of design decisions including mock-ups, flow diagrams, and solution requirements 
  • Partners with Process Owners to drive adoption and ensure implementation of technical good practices, policies, and procedures 
  • Analyzes and understands ITIL processes, user requirements, and procedures to improve operational efficiencies 
  • Facilitates the governance process to prioritize introduction of new features and capabilities 


Essential Business Experience and Technical Skills:  



  • Five plus years application configuration experience including workflows and documentation 
  • Five plus years of experience in Enterprise and/or IT Service Management 
  • Proficient analysis skill and ability to identify downstream implications 
  • Ability to develop strong relationships and build consensus among competing stakeholders 
  • Bachelor’s Degree in Computer Science, Information Systems or related field 



  • Strong knowledge of the ServiceNow platform and application navigation 
  • Three years of experience configuring ServiceNow forms, business rules, reports, etc. 
  • Experience in creation and execution of well-structured test plans 
  • Experience with database design schemas and data modeling 
  • ITIL certification 




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 #: 107547 

Nearest Major Market: Raleigh