Configuration Management Senior Analyst

Job Description

Role Value Proposition:

We are seeking a global Configuration Management (CM) and Hardware Asset Management (HAM) Senior Analyst who values designing, cultivating and maturing process improvement. In this role, the analyst plays a key role in overseeing the Configuration Management Database (CMDB), a vital foundational component to the Service Management practice at MetLife. The CMDB supports core ITIL processes that are owned and managed by the Service Management team – Incident, Problem, Change, Configuration, and Service Measurement & Reporting. The HAM and CM Analyst role is a global role that also supports the lifecycle management of hardware assets and configuration management information in support of an accurate and functional CMDB. This role focuses on key corporate priorities for IT assets by controlling costs, enhancing operational efficiency, ensuring regulatory compliance, and helping to mitigate security & financial risks. Objectives include tracking and managing IT hardware assets throughout their life cycle, ensuring accurate and complete asset information is available to support financial reporting and forecasting, manage asset-related liabilities and risks, improve customer service and responsiveness, and establishing a foundation for services including Configuration Management.

Key Responsibilities:

• Accountability for communication, awareness and promotion of the HAM and CM services
• Strategize all key components necessary for the ongoing maturity of the HAM and CM services utilizing industry-based knowledge of people, processes, and technology
• Lead role in analyzing CMDB data to highlight anomalies and errors and to identify opportunities for improvement; continuously improve processes and governance adherence practices
• Work with configuration item (CI) owners to define remediation plans
• Define CMDB data quality reports to ensure accurate and up to date information
• Overall accountability for data quality, integrity and security of HAM and CM repositories
• Liaison to internal Sourcing, IT Leadership, IT Project management, and Legal for purchasing
• Provide direction and decision making in the maintenance, automation, and integration of HAM and CM tools and support data sources (inventory, discovery, procurement, HR, etc.)
• Create and maintain relationships with external vendors, resellers, and external consultants, as well as with internal stakeholders including Accounting, Procurement, Legal, IT Service Management, and IT Platform Teams
• Develop and implement procedures for tracking company hardware assets to oversee chain-of-custody
• Report to leadership the state of the CMDB via KPIs, CSFs, as well as regular dashboards, process lifecycle improvement, and trend reports
• Maintain ownership over the internal asset management knowledge base for ongoing improvement and visibility to the organization; maintain the CMDB Data Model

Essential Business Experience and Technical Skills:

Required:

• 5 + yrs. experience in HAM and CM role for large company, preferably global
• Baseline understanding of Process Management / Asset Management- knowledge of CMDB and ITIL concepts, particularly Service Asset and Configuration Management (SACM)
• Fundamental knowledge and experience with ITIL
• Demonstrate working knowledge of service management principles including management and understanding of relationship types of configuration items (CIs) including experience with leading ITSM tools – strongly prefer Service Now
• Proficient in developing and implementing configuration management processes.
• Understanding of Business Applications and their functionality in the ITIL model
• Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards
• Broad knowledge of infrastructure technologies, especially networking; experience with security, discovery and inventory management tools
• Ability to handle multiple priorities and work well under pressure; strong organizational and time management skills
• Excellent communication, collaboration, & relationship-building skills

Preferred:

• Bachelor’s degree in Computer Science, Engineering, or related major or equivalent work experience
• ITIL v3 Practitioner
• Certifications/training with ServiceNow (CIS, CAD, CSA, CAS) or Remedy
• Familiarity with the Common Services Data Model (CSDM)

Business Category

Global Security Technology

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:

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 $600 billion of total assets under management as of December 31, 2019. We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven 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 #: 115122