ServiceNow Manager, TFA Team

Description and Requirements
Role Value Proposition:
As a manager, you will be part of the leadership team responsible for the end-to-end, long-term lifecycle and technical direction of the ServiceNow platform. You will oversee a team of Technical Functional Analysts (TFAs) and ensure that their work aligns with the overall product or domain strategy. This role involves creating plans, schedules, estimates, allocating resources, and sharing status updates in a Scaled Agile Framework (SAFe) environment.
You will manage a team of TFAs who support the ServiceNow platform, ensuring that their work meets the needs of the business and stakeholders. As a people leader, you will champion a positive culture of inclusion and have the opportunity to impact every part of the system, fostering curiosity and enabling the team to deliver exceptional technology and customer solutions.
Key Responsibilities:

• Lead and manage a team of Technical Functional Analysts (TFAs) supporting the ServiceNow platform.
• Oversee people/resource management, including hiring, development, engagement, and utilization of talent.
• Remove barriers for the TFA team to ensure efficient workflow and productivity.
• Contribute to the development and management of ServiceNow product roadmaps, ensuring value delivery in both the short and long term.
• Manage the technical implementation of ServiceNow solutions, minimizing technical debt while increasing value delivery to the MetLife enterprise.
• Establish and enforce best practices in requirements gathering, documentation, and stakeholder communication.
• Establish SAFe metrics, maintenance metrics, and KPIs to optimize product delivery.
• Identify risks and assist in driving audits to conclusion.
• Assist in the management of financials and budgets related to the ServiceNow platform.

Essential Business Experience and Technical Skills:
Required:

• Bachelor's degree in computer science, Information Technology, or a related field.
• Five plus years of experience with ServiceNow products (ITSM, ITOM, CSM, VRM, etc.).
• Five plus years of experience with Service Catalog and Service Portal development.
• Five plus years in software development environments.
• Two plus years in leading/managing a team of technologists.
• Passion for technology and its application in business solutions.
• Experience with activities, tools, and techniques for converting business requirements and logical models into technical application designs.
• Knowledge and ability to apply secure coding standards to prevent security vulnerabilities.
• Experience in managing effective teams through development opportunities, recognition, and feedback for both onshore and offshore teams.
• Cross-functional leadership skills to organize, motivate, and lead those outside of the team.

Preferred:

• Master's degree in computer science or a related field.
• Five plus years in leading/managing a team of technologists.
• Experience with DevOps practices for CI/CD, release management, and automation using Azure DevOps.
• ServiceNow and ITIL certifications.

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.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
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