ServiceNow Technical Functional Analyst

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The ServiceNow Technical Functional Analyst acts as a member of the MetLife ServiceNow Platform team, responsible for assuring alignment to business strategy and governance decisions. The 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.

• 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.

• 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.

• 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.

The expected salary range for this position is $65,000 - $87,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.