ServiceNow Technical Functional Analyst

About the Role

As a ServiceNow Technical Functional Analyst on MetLife's Global Technology team, you will be a member of the ServiceNow Platform team responsible for assuring alignment to business strategy and governance decisions. You will work 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

• 2-5 years of overall experience as a technical analyst or business analyst.
• Strong analytical and problem-solving skills.
• Ability to gather, document, and communicate business requirements.
• Strong written and verbal communication skills.
• Ability to build relationships and work collaboratively with technical and business stakeholders.
• An interest in technology, process improvement, and automation.

Preferred Qualifications

• Exposure to AI technologies, prompt engineering, generative AI tools, or AI-assisted business solutions.
• Experience gathering and documenting business requirements through coursework, internships, projects, or work experience.
• Experience creating process flows, wireframes, user stories, or business documentation.
• Exposure to ServiceNow, SaaS platforms, workflow tools, or low-code/no-code technologies.
• Experience working in Agile teams.
• Coursework or projects involving automation, data analysis, or user experience design.

Schedule & Pay

• This is a hybrid role requiring a minimum of 3 days per week in office.
• The expected salary range for this position is $65,000 - $87,000.
• This role may also be eligible for annual short-term incentive compensation.

Benefits

• Comprehensive health plan including medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• Company-paid life insurance and legal services.
• Retirement pension funded entirely by MetLife and 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, paid holidays, volunteer time off.
• Tuition assistance and much more.