What are the responsibilities and job description for the ITSM GCI Senior Analyst - 13342 position at MetLife, Inc?
Description and Requirements
The Delivery Enablement Consultant–Lead Analyst is responsible for optimizing enterprise delivery flow, quality, readiness, and velocity across technology domains. This role establishes and maintains enterprise delivery patterns—including testing, readiness, and sequencing—leveraging automation and cross-domain insights to drive continuous improvement. The consultant partners enterprise teams to enhance program flow and dependency management, automate readiness checks guardrails, and converts service management findings into actionable delivery quality improvements. The role is pivotal in reducing cycle time, minimizing rework and release risk, and driving consistent predictable delivery across all services.
Location: Must live within a commutable distance of the Cary, NC, office
Hybrid in office 3 days a week
Key Responsibilities:
- Drive automation, simplification and continuous service improvement to boost efficiency and reduce manual toil for all Service Management practices
- Manage the unified execution of ServiceNow backlog, testing & release enablement across all practices
- Enable the governance of the Service Management controls to confirm practices operating with accuracy based on defined and documented procedures.
- Optimize delivery flow across technology domains, identifying and removing friction points to enable faster, more predictable delivery.
- Establish and maintain enterprise delivery patterns for testing, readiness, and sequencing, ensuring alignment with business objectives.
- Deliver technical solutions to enable end user productivity ensuring Service Management tools and practices are supporting Global solutions.
- Deliver Leadership information to multiple audiences to highlight advancements and opportunities to improve the effectiveness of Service Management practices, processes, tools, and technologies.
- Test, troubleshoot, and validate control issues and process gaps and develop solutions to prevent recurrences.
- Partner with Audit (internal and external) to provide evidence on effectiveness of the Service Management practices all controls accountabilities are met
- Drive, analyze, develop and document ServiceNow development stories and develop user acceptance testing and post implementation validation scripts, perform acceptance testing and post implementation validation for tool improvements for all practices and develop and maintain end user process and technical documentation for the ServiceNow tool.
- Perform additional team administrative functions, i.e., identify and implement industry standard, analyze business cases, create control process, perform audits, and maintain ITSM calendars, communications, and SharePoint site.
- Conduct regional stakeholder, monthly operational review, post implementation and planning meetings.
Essential Business Experience and Technical Skills:
Required:
- 2 years of related IT Service Management, Operational, Business or Industry work experience
- Requires strong oral and written communication skills, teamwork, negotiation, and partnership skills.
- Ability to handle multiple assignments concurrently in a fast paced ever changing environment.
- Design thinking skills with a strong customer service focus.
Preferred:
- Associate’s degree in Computer Science or related technical field
- Experience with M/S Power platform, Ansible, Grafana, Elastic tools.
- Knowledge of IT systems and proficient with the MS Office suite desktop software used in day to day work functions.
- ITIL Certified, SAFe Certified, LEAN Certified or knowledge of ISO/IEC20000 and/or Cobit.
- Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. Working experience with SharePoint.
- Fluent in one or more languages in addition to English i.e., Spanish, Portuguese, Chinese, French, Japanese.
Salary : $63,900 - $85,200