EMEA IT Service Management Analyst

Requirements

Description and Requirements

• we will consider applications from European locations where MetLife has a presence. Warsaw, Poland would be the preference.

The Team You Will Join

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. EMEA ITSM's strategy is to deliver a differentiated customer experience and increase MetLife's operating leverage by actively managing Major Incidents, Problem, Change, Knowledge and IT support vendors.

The Opportunity

The

IT Service Management (ITSM) Analyst

provides oversight for the Incident, Request, Change, and Problem Management functions across EMEA, resulting in Continuous Improvement, Communications Management and Knowledge Management.

The ITSM Analyst

will quickly build a network of IT and Business Professionals within the company. This network will be critical to ensuring major incidents are addressed in a timely manner and root causes are identified for future prevention. This role is a change agent that should keep us on our toes, ensuring that we're focused on the big picture issues.

Ultimately, the success of the

ITSM Analyst

will be defined by the reduction in negative end user impact, improving the end user experience, increasing productivity, and managing risks to the level acceptable to the business.

Success in this

ITSM Analyst

role requires strong oral and written communication skills, teamwork, negotiation, and partnership skills. You'll collaborate closely with the EMEA ITSM Lead, country CIO's and the EMEA CTO in an environment where every contribution is respected, and every perspective is heard.

How You'll Help Us Build a Confident Future (Key Responsibilities)

What You Need To Succeed (Required Qualifications)

What Can Give You An Edge (Additional Skills)

Benefits We Offer

Our benefits address holistic wellbeing with programs for physical and mental health, financial wellness, and support for families. We offer comprehensive healthcare paid for by the company and access to a private medical subscription, as well as a MultiSport card that gives you access to a wide range of sports facilities. You'll also enjoy a hybrid way of work with flexible hours, financial subsidies, an annual performance bonus, and a vacation bonus. In addition to your standard paid time off, you also get one "special day" off to use when you choose.

About MetLife

MetLife Poland, based in Warsaw, is a Center of Excellence (CoE) providing services focused mainly on Finance, Actuarial, Procurement and IT. Our CoE supports EMEA markets including Italy, Spain, Portugal, France, Hungary, Romania, UK & Ireland, Czech Republic, Slovakia, Bulgaria, Ukraine, Cyprus, Turkey, Gulf , Egypt, Lebanon, and Jordan, and services global teams in the United States.

Recognized o n Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces for 2024 , MetLife, Inc. (NYSE : MET), through its subsidiaries and affiliates ("MetLife"), is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help individual and institutional customers build a more confident future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Asia, Latin America, Europe and the Middle East. For more information, visit