ServiceNow Jr. Technical Functional Analyst

The Opportunity

This role acts as a member of the MetLife ServiceNow Platform team, responsible for assuring alignment to business strategy and governance decisions. The Jr. Technical Functional Analyst works with stakeholders throughout the enterprise to understand business needs and deliver technical solutions that maximize the value of MetLife's ServiceNow platform. 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

• Participates in 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 business stakeholders 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.
• Identifies opportunities to enhance user experiences and drive value realization through process improvement and automation.
• Creates and documents functional requirements and UI mock-ups to conceptualize user and platform experience future states.
• Assists with the preparation of technical user manuals, system configuration documents, and technical reports.
• Participates in Agile ceremonies, including PI Planning and backlog/grooming sessions.

Required Qualifications

• 0-3 years of overall experience as a Technical Analyst or Business Analyst (internships or college experience can be considered).
• Bachelor's degree required.
• Demonstrated analytical and critical thinking skills, with the ability to evaluate information and identify potential solutions.
• Ability to gather, organize, and document business and technical requirements with guidance from senior team members.
• Strong written and verbal communication skills, with the ability to clearly explain ideas and concepts to different audiences.
• Ability to work effectively in a team environment and build positive relationships with technical and business stakeholders.
• Interest in technology, digital solutions, process improvement, and automation.
• Willingness to learn new tools, systems, and business processes in a fast-paced environment.

Preferred Qualifications

• Exposure to AI technologies, generative AI tools, or prompt engineering through coursework, projects, internships, or self-directed learning.
• Experience gathering and documenting requirements through academic, internship, or project-based work.
• Familiarity with process mapping, user stories, wireframing, or business documentation.
• Exposure to ServiceNow, SaaS applications, workflow tools, or low-code/no-code platforms.
• Understanding of Agile principles and ways of working.
• Coursework or projects focused on automation, data analysis, reporting, or user experience design.

Pay

The expected salary range for this position is $50,000 - $75,000. This role may also be eligible for annual short-term incentive compensation.

Schedule

This is a hybrid role requiring a minimum of 3 days per week in office.

Benefits

• Comprehensive health plan including medical/prescription drug, vision, and dental insurance
• No-cost short- and long-term disability insurance
• Company-paid life insurance and legal services
• Retirement pension funded entirely by MetLife
• 401(k) with employer matching
• Group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance
• Employee Assistance Program (EAP) and digital mental health programs
• Parental leave
• Paid time off and paid holidays
• Volunteer time off
• Tuition assistance