ServiceNow Technical Functional Analyst

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

Job summary

MetLife’s Global Technology team is seeking a ServiceNow Technical Functional Analyst to align with business strategy and deliver technical solutions on the ServiceNow platform. You will translate complex requirements into actionable designs and collaborate with stakeholders to maximize value.

You will support ITIL processes, improve operational efficiency, and contribute to automation efforts. The role involves Agile ceremonies, documentation, and crafting user-friendly, scalable solutions in a

Qualifications

• 2-5 years of experience as a technical analyst 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 with technical and business stakeholders.
• An interest in technology, process improvement, and automation.

Responsibilities

• Participates in discovery and design sessions to translate technical complexities for stakeholders.
• Partners with business stakeholders to drive adoption and governance decisions.
• Analyzes ITIL processes, user requirements, and procedures to improve operational efficiencies.
• Identifies opportunities to enhance user experiences and drive value realization through automation.
• Creates and documents functional requirements and UI mock-ups for future states.
• Assists with the preparation of technical user manuals, system configuration documents, and technical reports.
• Participates in Agile ceremonies, including PI Planning and backlog/grooming sessions.

Skills

Technical analyst

Business analyst

Analytical skills

Communication skills

Stakeholder collaboration

Agile

Tools

ServiceNow

Low-code/no-code

Job description

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

The Opportunity

The ServiceNow Technical Functional Analyst acts as a member of the MetLife ServiceNow Platform team, responsible for assuring alignment to business strategy and governance decisions. The Technical Functional Analyst works with stakeholders throughout the enterprise to understand business needs and deliver technical solutions that maximize the value of MetLife’s ServiceNow platform. ServiceNow represents MetLife’s Service Management solution, facilitating the execution of processes including IT Service Management (Incident Management, Request Management, Change Management, Release Management) and IT Operations Management. Over 65K MetLife associates globally use ServiceNow to manage over 3 million tickets annually.

Key Responsibilities

• Participates in discovery and design work sessions to translate technical complexities to stakeholders, ensuring understanding of design decisions including mock-ups, flow diagrams, and solution requirements.
• Partners with business stakeholders to drive adoption and ensure implementation of technical good practices, policies, and procedures.
• Analyzes and understands ITIL processes, user requirements, and procedures to improve operational efficiencies.
• Identifies opportunities to enhance user experiences and drive value realization through process improvement and automation.
• Creates and documents functional requirements and UI mock-ups to conceptualize user and platform experience future states.
• Assists with the preparation of technical user manuals, system configuration documents, and technical reports.
• Participates in Agile ceremonies, including PI Planning and backlog/grooming sessions.

Required Qualifications

• 2-5 years of overall experience as a technical analyst 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 collaboratively with technical and business stakeholders.
• An interest in technology, process improvement, and automation.

Preferred Qualifications

• Exposure to AI technologies, prompt engineering, generative AI tools, or AI‑assisted business solutions.
• Experience gathering and documenting business requirements through coursework, internships, projects, or work experience.
• Experience creating process flows, wireframes, user stories, or business documentation.
• Exposure to ServiceNow, SaaS platforms, workflow tools, or low‑code/no‑code technologies.
• Experience working in Agile teams.
• Coursework or projects involving automation, data analysis, or user experience design.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $65,000 - $87,000. This role may also be eligible for annual short‑term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well‑being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no‑cost short‑and long‑term disability. We also provide company‑paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here.

About MetLife

Recognized on Fortune magazine’s list of the "World’s Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI‑enabled, people‑centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long‑term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug‑free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.