Under general supervision participates or leads in initiatives related to ITIL Change Management process compliance and improvement to protect the live IT environment. Performs complex Change Management functions in support of the Change Management process. Oversees the governance of the implementation of ongoing changes to the IT Change Management process as dictated by: changes in business or regulatory need, changes in surrounding functions and need for continuous improvement. Participate in UAT testing for Change process and tool improvements. The individual in this role must possess the ability to handle multiple assignments concurrently in a fast paced ever changing Global environment.
Review IT change requests for accuracy based on defined and documented procedures and reject for cause or provide final approval as appropriate. Resolve technical end user inquiries related to Change Management tools and process. At a Global level troubleshoot change control issues and develop solutions to prevent reoccurrence. For complex changes (multiple application or systems, multiple impacted Lines of Business) manage the scheduling and LOB approvals to avoid collisions and reschedules.
Lead process improvement activities, i.e. discussions, assessments, brainstorming, improvement recommendations with stakeholders, including management. Interact with Business customers to understand effect of IT change on Business processes.
Work with Audit (internal and external) to provide evidence on effectiveness of controls
Analyze, develop and document ServiceNow development stories in Jira. Develop UAT and post implementation test scripts, perform UAT and post implementation testing for Change process and tool improvements.
Develop and maintain end user process and technical documentation for the Change Management process and tool.
Perform analysis, produce and schedule change management reports. Analyze and develop Performance Analytics Dashboards in the ServiceNow tool.
Perform additional Service Now administrative functions, i.e analyze business case for and create task, normal change and standard change templates, create black-out periods, etc. Develop and maintain Global Change Management SharePoint site.
Conduct operational Global Change Management technical and management meetings, i.e. Emergency CAB, Planning CAB, US Regional CAB, Global CAB, team meetings, etc.
Essential Business Experience and Technical Skills:
4+ years of related Operational, Business or Industry work experience
Requires strong oral and written communication skills, teamwork, partnership and facilitation skills.
Ability to handle multiple assignments concurrently in a fast paced ever changing environment.
Strong customer service focus. Provide 24X7 on call support for emergency change issues to achieve customer’s SLA’s.
Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics or strong experience with SharePoint administration
Associate’s degree or higher in Computer Science or related technical field
ITIL Process certified, SCRUM certified, LEAN certified or knowledge of.
Fluent in one or more languages in addition to English i.e Spanish, Portuguese, Chinese, French, Japanese
Internal Number: 109274
Since its founding in 1868, MetLife has continuously evolved, transforming to meet consumers’ changing needs and reflect the environment within which we work. While the world continues to change at a rapid pace, one thing remains constant: our commitment to building a more protected world for individuals, families and communities.