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IT Change Management Analyst

Company: MetLife
Location: Cary
Posted on: October 12, 2019

Job Description:

Job Location: Cary, North Carolina

Role Value Proposition:
The IT Change Management Analyst will support initiatives related to IT Change Control process compliance and improvement to protect the live IT environment. Performs Change Control functions in support of the Change Management practice. Provides governance of the implementation of ongoing enhancements to the IT Change Control 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. Assist with the resolution of technical end user inquiries related to Change Management tools and process. Provide Leadership information at a Global level and troubleshoot change control issues and develop solutions to prevent reoccurrence. Manage the scheduling and LOB approvals to avoid collisions and reschedules. Support 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 and assist in development of action plans when needed.
  • 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 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 Control technical and management meetings, i.e. Emergency CAB, Planning CAB, US Regional CAB, Global CAB, team meetings, etc. Essential Business Experience and Technical Skills:
    Required:
    • 3+ years of related work experience
    • ITIL certification
    • Requires strong 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 & willing to provide 24X7 on call support for emergency change issues to achieve customer's SLA's. Preferred:
      • Associate's degree in Computer Science or related technical field
      • 2+ years in IT change management
      • Knowledge of IT systems and proficient with the MS Office suite desktop software used in day to day work functions.
      • SAFe Certified, SCRUM certified, LEAN certified or knowledge of.
      • Knowledge of the ServiceNow Service Management Tool- Change Module and Data Analytics. SharePoint Administration experience.
      • 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
        1

        At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're 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 #: 112279

Keywords: MetLife, Cary , IT Change Management Analyst, Professions , Cary, North Carolina

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