ServiceNow Solution Analyst: ITSM, Automation & UX

MetLif; Cary (NC); Hybrid; USD 65,000 - 87,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Life insurance

Parental leave

Job summary

MetLife’s Global Technology team is seeking a ServiceNow Technical Functional Analyst to align platform capabilities with business strategy. You will work with stakeholders to deliver solutions, configuration, and governance to maximize value of ServiceNow across ITSM and ITOM, with over 65K associates using the platform.

This hybrid role requires a minimum of 3 in-office days per week, salary range of $65,000 to $87,000 USD, and eligibility for an annual incentive.

Qualifications

• 2-5 years of experience as a technical 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 with stakeholders.
• Interest in automation and technology.

Responsibilities

• Translates technical complexity into clear design for stakeholders with mock-ups and requirements.
• Partners with business to drive adoption and governance.
• Analyzes ITIL processes and user requirements to improve efficiency.
• Identifies opportunities to enhance user experiences through automation.
• Documents functional requirements and UI concepts for future states.
• Prepares technical manuals and configuration documents and reports.
• Participates in Agile ceremonies and planning.

Skills

Business analysis

Technical analysis

Requirements gathering

Stakeholder collaboration

Communication skills

Automation interest

Tools

ServiceNow

SaaS platforms

Low-code/no-code

Workflow tools

AI exposure

Job description

MetLife’s Global Technology team is seeking a ServiceNow Technical Functional Analyst to align platform capabilities with business strategy. You will work with stakeholders to deliver solutions, configuration, and governance to maximize value of ServiceNow across ITSM and ITOM, with over 65K associates using the platform.

This hybrid role requires a minimum of 3 in-office days per week, salary range of $65,000 to $87,000 USD, and eligibility for an annual incentive.