EMEA IT Service Management Analyst

Requirements Description and Requirements we will consider applications from European locations where MetLife has a presence. Warsaw, Poland would be the preference.The Team You Will Join The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts with the freedom to create innovative solutions to address core business challenges within MetLife. EMEA ITSM’s strategy is to deliver a differentiated customer experience and increase MetLife’s operating leverage by actively managing Major Incidents, Problem, Change, Knowledge and IT support vendors.The Opportunity The IT Service Management (ITSM) Analyst provides oversight for the Incident, Request, Change, and Problem Management functions across EMEA, resulting in Continuous Improvement, Communications Management and Knowledge Management. The ITSM Analyst will quickly build a network of IT and Business Professionals within the company. This network will be critical to ensuring major incidents are addressed in a timely manner and root causes are identified for future prevention. This role is a change agent that should keep us on our toes, ensuring that we’re focused on the big picture issues.Ultimately, the success of the ITSM Analyst will be defined by the reduction in negative end user impact, improving the end user experience, increasing productivity, and managing risks to the level acceptable to the business.Success in this ITSM Analyst role requires strong oral and written communication skills, teamwork, negotiation, and partnership skills. You’ll collaborate closely with the EMEA ITSM Lead, country CIO’s and the EMEA CTO in an environment where every contribution is respected, and every perspective is heard.How You’ll Help Us Build a Confident Future (Key Responsibilities)Promotes accountability and ownership for the team by supporting compliance to processes. Assist with Incident, Problem, Request and Change Management functions with analysis of trends and patternsData Analysis and Reporting, analyse service data to identify trends, prepare dashboards, monitor key performance indicators, and provide actionable insights for improvement. Responds to advanced issues or problems and finding resolutions based on experience and expertiseServes as one of the highest levels of escalation support for multiple work areasParticipates in variety of service improvement initiatives Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendationsActively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriatelyIncorporates customer impact and needs into process to ensure proper focus and actions are taking placeWorks with IT teams, including the Helpdesk and IT Support, to identify gaps and inefficiencies in existing operations, proposing solutions/improvementsProvides off-hour and weekend support for high priority incidents (and root cause investigations as needed) Supports additional job requirements as role and ITIL practices mature within organizationWhat You Need To Succeed (Required Qualifications)This individual should have prior experience in an ITSM Role and its functions, having matured the processes at their previous organizations.3+ years’ prior ITSM experienceAbility to think critically, analyse, listen, clarify, and solve problems A high level of customer awarenessAbility to interact effectively with a global teams across multiple time zonesServiceNow – Ticketing systemProficient verbal and written communication skills; able to articulate information appropriately for a range of audiencesDetail and process-orientated with strong customer service skillsAbility to prioritize workAbility to work in a team environmentWhat Can Give You An Edge (Additional Skills)Intermediate ITIL Certifications (e.g., ITSM, ITILv4)Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint Knowledge of continuous process improvementBroad knowledge of IT systems, Automation toolsets, and Industry best practices Ability to execute multiple assignments concurrently in a fast-paced ever-changing environmentBenefits We OfferOur benefits address holistic wellbeing with programs for physical and mental health, financial wellness, and support for families. We offer comprehensive healthcare paid for by the company and access to a private medical subscription, as well as a MultiSport card that gives you access to a wide range of sports facilities. You’ll also enjoy a hybrid way of work with flexible hours, financial subsidies, an annual performance bonus, and a vacation bonus. In addition to your standard paid time off, you also get one “special day” off to use when you choose.About MetLifeMetLife Poland, based in Warsaw, is a Center of Excellence (CoE) providing services focused mainly on Finance, Actuarial, Procurement and IT. Our CoE supports EMEA markets including Italy, Spain, Portugal, France, Hungary, Romania, UK & Ireland, Czech Republic, Slovakia, Bulgaria, Ukraine, Cyprus, Turkey, Gulf , Egypt, Lebanon, and Jordan, and services global teams in the United States.Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!