21 days old

Senior IT Change Management Analyst

Cary, NC
**Job Location:** Cary, NC

**Role Value Proposition:**

Under direct supervision participates 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. Coordinate 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.

**Key Responsibilities:**

+ Review IT change requests for accuracy based on defined and documented procedures and reject for cause or provide final approval as appropriate. Answer technical end user inquiries related to Change Management tools and process. For complex changes (multiple application or systems, multiple impacted Lines of Business) manage the scheduling and LOB approvals to avoid collisions and reschedules. At a Global level troubleshoot change control issues.

+ Participate in process improvement activities, i.e. discussions, assessments, brainstorming, improvement recommendations. Analyze, develop and document ServiceNow development stories in Jira. Perform UAT and post implementation testing for Change process and tool improvements.

+ Develop and maintain end user 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. Maintain Global Change Management Sharepoint site.

+ Conduct operational Global Change Management meetings as required, i.e. Emergency CAB, Planning CAB, US Regional CAB, Global CAB, team meetings.

**Essential Business Experience and Technical Skills:**


+ 2+ years of related Operational, Business or Industry work experience

+ Requires good oral and written communication skills, teamwork, and partnership 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 customers SLAs


+ Associates degree in Computer Science or related technical field

+ Knowledge of IT systems and proficient with the MS Office suite desktop software used in day to day work functions

+ Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. Working experience with Sharepoint.

+ 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.

**Business Category**

_Global Infrastructure Technology Operations_

**Number of Openings**


**At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.**

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

**For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.**

Requisition #: 93543


  • Customer Service
  • Information Technology
  • Legal

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Senior IT Change Management Analyst

Cary, NC

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Cary, NC

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