What are the responsibilities and job description for the Lead Consultant Service Desk position at MetLife?
Lead Consultant Service Desk Position
The Service Desk Consultant is heavily involved with oversight management of the MetLife Global IT Service Desk. They may be involved in the following: providing escalation for customer dissatisfaction and unresolved issues; provide oversight management of third-party vendors performing Service Desk related functions; integration of new work to the Service Desk and providing ongoing support documentation in the Knowledge Management tool.
Key Responsibilities:
- Work with IT Support teams across MetLife to ensure proper support and processes are in place for new or updated systems/applications.
- Ensure the Service Desk is provided the proper training and documentation on new initiatives or major updates.
- Assist in the development and implementation of new processes and procedures.
- Develop and maintain reporting along with dashboards.
- Ability to work a flexible schedule to support non-US time zones
Essential Business Experience and Technical Skills:
Required:
- Broad operational, service and technical knowledge in multiple Information Technology disciplines
- Strong communication and professional writing skills
- Prior experience providing operational oversight to third party vendors
- Prior experience using Service Now (2 years)
- Expert in Excel and PowerPoint to produce reporting and analysis
- Prior experience with Knowledge Management and technical writing
Preferred:
- Bachelor’s degree in Computer Science or related discipline and typically 3 or more years work experience in IT.
- ITIL Certification
- Spanish language skills
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 $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired 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 #: 123166
