CRM & Workflow Production Support Specialist

MetLife; United States; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual incentive

Comprehensive benefits

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. This role serves as a critical bridge between business users, product teams, and technology teams to ensure day-to-day operational excellence across customer, broker, sales, underwriting, and service-facing applications.

The successful candidate will help manage production support activities, troubleshoot issues,

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 language while managing multiple priorities.
• Ability to apply AI in high-value scenarios to improve effectiveness while blending AI with domain expertise.
• High School Diploma or GED equivalent.

Responsibilities

• Serve as a primary contact for production support, issue triage, troubleshooting, and operations across GB360, Service360, CRM, and related platforms.
• Coordinate issue resolution across stakeholders and teams with timely status updates.
• Manage user onboarding, access requests, security roles, and platform administration activities.
• Monitor operational health, investigate root causes, and recommend improvements for stability and satisfaction.
• Support release readiness, UAT, production validation, training, and adoption activities.

Skills

CRM systems

Workflow automation

Log analysis

Data validation

Communication

AI in business

Problem solving

Education

High school diploma or GED

Tools

Salesforce

Service Cloud

Case management systems

Workflow tools

Dashboards & Reports

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. This role serves as a critical bridge between business users, product teams, and technology teams to ensure day-to-day operational excellence across customer, broker, sales, underwriting, and service-facing applications.

The successful candidate will help manage production support activities, troubleshoot issues,