CRM & Workflow Production Support Analyst (AI-Enabled)

MetLife, Inc.; Northern (KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Pension

Paid time off

Parental leave

Employee Assistance Program (EAP)

Job summary

MetLife is seeking a Business Systems & Operations Analyst to support GB360, Service360, CRM, Workflow, and AI-enabled platforms within the Sales, Underwriting and Enablement ART. The role bridges business, product, and technology teams to ensure day-to-day operational excellence and drive improvements across customer, broker, and service-facing applications.

The ideal candidate will coordinate production support, onboarding, access management, and configuration while supporting adoption and

Qualifications

• 3–7 years supporting enterprise applications, preferably CRM (Salesforce) and workflow automation platforms.
• Strong analytical, triage, and problem-solving skills, including log analysis and data validation.
• Knowledge of workflow routing, case management processes, automation, and integrations.
• Excellent communication skills translating technical issues to business-friendly language while managing multiple priorities.

Responsibilities

• Serve as a primary point of contact for production support, issue triage, troubleshooting, and operational support across GB360, Service360, CRM, Workflow, and related platforms.
• Coordinate issue resolution across stakeholders, product teams, developers, architects, and support teams with timely updates.
• Manage user onboarding, access requests, security roles, team assignments, configuration updates, and platform administration.
• Monitor operational health, investigate root causes, identify recurring issues, and recommend improvements for stability and user satisfaction.
• Support release readiness, user acceptance testing, production validation, training, documentation, and business adoption activities.

Skills

CRM systems

Analytical skills

Workflow automation

AI applications

Communication skills

Log analysis

Education

High School Diploma or GED

Tools

Salesforce

Service Cloud

Workflow tools

Job description

MetLife is seeking a Business Systems & Operations Analyst to support GB360, Service360, CRM, Workflow, and AI-enabled platforms within the Sales, Underwriting and Enablement ART. The role bridges business, product, and technology teams to ensure day-to-day operational excellence and drive improvements across customer, broker, and service-facing applications.

The ideal candidate will coordinate production support, onboarding, access management, and configuration while supporting adoption and