Sr. Technical ServiceNow Analyst

About the role

Join MetLife’s Global Technology team and contribute to shaping the future of digital solutions for customers worldwide. As a Senior Technical Functional Analyst, you'll work with ServiceNow Platform to align capabilities with business strategy and improve operational efficiencies.

Responsibilities

• Aligns ServiceNow Platform capabilities to business strategy and ServiceNow roadmap.
• Leads discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding through mock-ups, flow diagrams, and solution requirements.
• Partners with business stakeholders to drive adoption and ensure implementation of technical best practices, policies, and procedures.
• Analyzes and understands ITIL processes, user requirements, and procedures to improve operational efficiencies.
• Performs gap analysis and identifies opportunities to enhance user experiences, driving value realization through process improvement and automation.
• Creates UI mock-ups and documents functional requirements to conceptualize user experiences; documents user acceptance criteria, technical user manuals, system configuration documents, and technical reports.
• Participates in Agile ceremonies, including PI Planning and backlog/grooming sessions.

Requirements

• Bachelor’s degree in computer science, Information Systems, or a related field.
• 3+ years of application configuration experience including workflows and documentation.
• 3+ years of experience in Enterprise and/or IT Service Management.
• Advanced analysis skills and ability to identify downstream implications.
• Advanced experience in technical documentation of functional requirements, user manuals, and reports.
• Ability to develop strong relationships and build consensus among competing stakeholders.

Preferred Qualifications

• 2+ years of experience configuring ServiceNow forms, business rules, reports, etc.
• Experience working in an Agile environment.
• Experience in the creation and execution of well-structured test plans.
• Experience supporting solution deployments and releases.
• ITIL v3/4 certification.

Location Expectation

This is a hybrid role requiring a minimum of 3 days per week in office. The expected salary range for this position is $90,000 - $120,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Benefits

We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We provide a comprehensive health plan, company-paid life insurance, legal services, a retirement pension, and various other perks including tuition assistance and EAP.

About MetLife

MetLife is recognized as one of the world's leading financial services companies, with a focus on helping colleagues, customers, communities, and the world at large create a more confident future. We are committed to diversity, inclusion, and equal opportunity, and we maintain a drug-free workplace policy.