ServiceNow Junior Analyst: AI-Driven ITSM & Automation

MetLife; Cary (NC); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer matching

Life insurance

Disability coverage

Parental leave

Paid time off

Tuition assistance

Job summary

MetLife’s Global Technology team in the United States seeks a Jr. Technical Functional Analyst to help align ServiceNow solutions with business strategy.

You will translate requirements, design user-centric interfaces, and support ITIL processes across incident, change, and release management. This role engages with stakeholders, participates in Agile ceremonies, and opportunities to grow skills in AI, automation, and low-code platforms.

Qualifications

• 0–3 years of experience as a Technical Analyst or Business Analyst (internships or college experience considered).
• Bachelor's degree required.
• Strong written and verbal communication; ability to document requirements with guidance.
• Ability to gather and document business and technical requirements with guidance from senior team members.

Responsibilities

• Translate technical complexities to stakeholders with clear design decisions.
• Collaborate with business stakeholders to drive adoption and enforce best practices.
• Analyze ITIL processes and user requirements to improve efficiency.
• Identify opportunities to enhance user experience and automation.
• Create functional requirements and UI mock-ups for future states.
• Prepare technical manuals, configuration documents, and reports.
• Participate in Agile ceremonies, including PI Planning and backlog grooming.

Skills

Analytical thinking

Communication skills

Team collaboration

Willingness to learn

Education

Bachelor's degree

Tools

ServiceNow

SaaS apps

Low-code/no-code

Job description

MetLife’s Global Technology team in the United States seeks a Jr. Technical Functional Analyst to help align ServiceNow solutions with business strategy.

You will translate requirements, design user-centric interfaces, and support ITIL processes across incident, change, and release management. This role engages with stakeholders, participates in Agile ceremonies, and opportunities to grow skills in AI, automation, and low-code platforms.