Production Support Analyst - CRM & Workflow

Description and Requirements
The Team You Will Join
Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
MetLife is seeking a Business Systems & Operations Analyst to support GB360, Service360, CRM, Workflow, and AI-enabled business platforms within the Sales, Underwriting and Enablement ART.
This role serves as a critical bridge between business users, product teams, and technology teams to ensure day-to-day operational excellence across customer, broker, sales, underwriting, and service-facing applications. The successful candidate will help manage production support activities, troubleshoot issues, coordinate resolution efforts, onboard users, maintain system configurations, and drive continuous improvements that enhance associate and customer experiences.
The ideal candidate is highly organized, naturally curious, and enjoys solving problems. They are comfortable working across business and technology teams, taking ownership of issues from identification through resolution, and helping users navigate complex processes and systems. This individual will play a key role in ensuring platform stability, supporting adoption efforts, and identifying opportunities to improve operational effectiveness through automation and process improvements.
This role will work East Coast Hours.
Key Responsibilities

• Serve as a primary point of contact for production support, issue triage, troubleshooting, and operational support across GB360, Service360, CRM, Workflow, and related platforms.
• Coordinate issue resolution across business stakeholders, product teams, developers, architects, and support teams while providing timely communication and status updates.
• Manage user onboarding, access requests, security roles, team assignments, configuration updates, and platform administration activities.
• Monitor operational health, investigate root causes, identify recurring issues, and recommend improvements that increase system stability and user satisfaction.
• Support release readiness, user acceptance testing, production validation, training, documentation, and business adoption activities.

Required Qualifications

• 3-7 years supporting enterprise applications, preferably CRM (Salesforce) and workflow automation platforms.
• Strong analytical, triage, and problem-solving skills, including log analysis and data validation.
• Knowledge of workflow routing, case management processes, automation, and integrations.
• Excellent communication skills with the ability to translate technical issues into business-friendly language while managing multiple priorities simultaneously in a fast-paced environment.
• Ability to apply AI in high value scenarios to improve effectiveness, quality, and business impact, while structuring work to combine AI with subject matter expertise.
• High School Diploma or GED equivalent.

Preferred Qualifications

• Prior experience supporting Salesforce, Service Cloud, CRM platforms, workflow systems, case management applications, or similar business tools.
• Understanding of Group Benefits operations, including customer onboarding, broker relationships, service operations, account management, underwriting, and ongoing customer support processes.
• Experience administering users, permissions, queues, routing rules, teams, roles, dashboards, reports, or operational configurations within enterprise platforms.
• Experience working with AI-enabled business applications, workflow automation, reporting tools, or process improvement initiatives, with knowledge of SAFe, Agile delivery, production support processes, release management, and incident management practices.

The expected salary range for this position is $85,000 - $110,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.