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Role Value Proposition: Execute initiatives related to ITSM Governance, Improvements, and Controls driving process compliance and improvements to increase the effectiveness and protect the IT environments. Performs complex functions in supporting the governance, audits, improvements, and execution of all IT Service Management (IPCRK) Practices. Oversees ensuring all practice documentation is created and kept evergreen, the successful execution of ITSM audits and the ongoing improvements for of all ITSM practices. Coordinate and deliver training on ITSM governance activities and best practices and the testing and validation of update to the Service Management tool. The individual in this role must possess the ability to handle multiple assignments concurrently in a fast paced ever changing Global environment. Key Responsibilities:
Execute the governance activities for the ITSM practices to confirm they are operating with accuracy based on defined and documented procedures. Resolve technical end user inquiries related to the ITSM tools and practices and provide Global solutions. Deliver Leadership information to multiple audiences and troubleshoot control issues and develop solutions to prevent reoccurrence. Deliver improvements to ITSM practices that support multiple applications and systems that support multiple Lines of Business. Responsible for leading process improvement assessment activities, brainstorming discussions and driving recommended solutions that increase stakeholder effectiveness to implementations.
Support partnerships with Audit (internal and external) to provide evidence on effectiveness of the ITSM practices all controls accountabilities are met and drive remediation actions developing action plans when needed.
Drive, analyze, develop and document ServiceNow development stories and develop user acceptance testing and post implementation validation scripts, perform acceptance testing and post implementation validation for tool improvements for all ITSM practices and develop and maintain end user process and technical documentation for the ServiceNow tool.
Perform additional ITSM team administrative functions, i.e., identify and implement industry standard, analyze business cases, create control process, perform audits, and maintain ITSM calendars, communications, and SharePoint site.
Conduct regional stakeholder, monthly operational review, post implementation and planning meetings.
Essential Business Experience and Technical SkillsRequired:
2+ years of related IT Service Management, Operational, Business or Industry work experience
Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. Working experience with SharePoint.
Requires strong oral and written communication skills, teamwork, negotiation, and partnership skills.
Ability to handle multiple assignments concurrently in a fast paced ever changing environment.
Design thinking skills with a strong customer service focus.
Preferred:
Associate 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.
SAFe Certified Scrum Master, ITIL 4 Foundations Certified, LEAN Certified or knowledge of ISO/IEC20000 and/or Cobit.
Fluent in one or more languages in addition to English i.e., Spanish, Portuguese, Chinese, French, Japanese.
Equal Employment Opportunity/Disability/VeteransIf you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.