Description and Requirements
Position: Team Leader- ITSM Consultant
Job Location: EMEA
Working hours: 06:00am UK time to18:00pm pm UK time + Weekend cover
Role Value Proposition:
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. GTO's strategy is to deliver a differentiated customer experience and increase MetLife's operating leverage.
The ITSM Consultant position is responsible for managing the lifecycle of high priority incidents including engaging proper resources, providing technical, business, and executive updates, documenting actions taken, gaps, and escalating to internal teams as needed.
The individual will also assist to drive the lifecycle of high priority problems if required and work with Change Management ensuring the correct change process is being followed and correct approvals are generated for EMEA change tickets.
Key Responsibilities:
• Accountable for driving the resolution of high priority incidents tickets including evaluating impact, coordinates remediation across teams, initiating conference bridge, seeks/ monitors/ documents updates, and communicates updates to executive and business POCs
- Promotes accountability and ownership for the team by supporting compliance to processes
• Assists with high priority problem tickets if required, root cause closures, remediation timelines as required and documentation of known errors.
• Reviews Change Tickets for EMEA to ensure compliance, correct approvals have been gained and tickets have the correct business justifications listed.
• Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations
• Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately
- Articulates and promotes team processes across all stakeholders
- Incorporates customer impact and needs into process to ensure proper focus and actions are taking place
• Provides 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 organization
Essential Attributes, Business Experience and Technical Skills:
Required:
• Undergraduate degree or equivalent combination of experience/certifications
• 3+ years' prior ITSM experience
• ITIL Certifications
• Ability to think critically, analyze, listen, clarify, and solve problems
• A high level of customer awareness
• Ability to interact effectively with a global team in multiple time zones
• ServiceNow ITSM
• Proficient verbal and written communication skills; able to articulate information appropriately for a range of audiences
• Detail and process-orientated with strong customer service skills
• Ability to prioritize work
• Ability to work in a team environment
Preferred:
• 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 improvement
• Broad knowledge of IT systems, Automation toolsets, and Industry best practices
• Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment
As there are not MIM issues every day, also looking for the two team members to assist with other SNOW activities, such as reporting and Change Management:
Change Management:
• Review chase tickets for EMEA and from Vendors
• Chase for approvers if required
• Ensure tickets are complaint
Problem Management:
• If and when required - looking to assign PM to another team
#BI-Hybrid
