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MetLife Service Analyst - Digital Workplace in Cary, North Carolina

Location : Cary, NC (hybrid)

Job Description: Assists the Digital Workspace technology team in managing the services portfolio by supporting efforts to coordinate End User Device lifecycle activities, coordinate work efforts to improve service capability or address gaps, assisting with reporting on and tracking actions that enable continual improvement of the services.

Functional Responsibilities:

  • Coordinate internal MetLife teams and vendor partners with Digital Workspace Lifecycle activities including purchase, fulfillment and reclamation of end user devices.

  • Coordinating the efforts of matrixed teams to execute on plans to improve Digital Workspace service capabilities including improving the service request processes.

  • Facilitation and verification of incurred service costs and working with Digital Workspace team to measure service performance

  • Assists in full year forecast activities of associated expense components

  • Manages and creates metrics and reporting including measuring services performance for presentation to internal customers and stakeholders

  • Assists in efforts to collect Voice of the Customer input through surveys, customer advisory board facilitation, customer feedback sessions.

  • Assists with gathering benchmarking and market data to enable positioning of services performance and cost

Qualifications:

  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Finance or other related fields or equivalent work experience

  • 2-5 years of broad IT experience, including application development or infrastructure engineering/support

  • Strong customer relationship skills

  • Basic knowledge of End User Technology/services

  • ITIL knowledge preferred

  • ServiceNow or similar technology experience preferred

  • PowerBI or similar reporting tool experience preferred

  • Recovery equipment

  • Analytics and reporting and having understanding of procurement

  • Lean Six Sigma background

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MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.

Requisition #: 126668

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