[Remote] Production Support Analyst - CRM & Workflow

Note: The job is a remote job and is open to candidates in USA. MetLife is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits, and asset management. The CRM & Workflow Production Support Analyst ensures stable operations across Salesforce CRM and Workflow platforms, providing technical support and driving issue resolution while collaborating with various teams to enhance platform performance.

Responsibilities

• Serve as the primary point of contact for production support for CRM and Workflow applications
• Troubleshoot and resolve issues involving data integrity, configuration, user access, automations, integrations, and system performance
• Conduct detailed root cause analysis and coordinate permanent fixes
• Monitor daily jobs, workflow queues, integration logs, error reports, and operational dashboards
• Manage incidents end to end, ensuring timely triage, resolution, and stakeholder communication
• Partner with PMA, POs, and Delivery Teams to ensure new capabilities are production ready and transition smoothly into BAU
• Participate in release validation, smoke and regression testing, workflow verification, and post deployment health checks
• Ensure that changes align with business processes and minimize production impact
• Collaborate with Salesforce, Workflow, Integration, Data, and Infrastructure teams for triage and long term solutions
• Communicate impacts, workarounds, timelines, and status updates clearly to business partners
• Support business readiness activities, including documentation, training materials, and process updates
• Identify recurring issues, operational pain points, and opportunities for optimization
• Provide analysis and recommendations that feed into future Features/Stories for the ART
• Maintain and enhance operational documentation, SOPs, and knowledgebase articles

Skills

• 2–5 years supporting enterprise applications, preferably CRM (Salesforce) and workflow automation platforms
• Strong analytical, triage, and problem-solving skills, including log analysis and data validation
• Experience working in Agile environments (Scrum/SAFe)
• Knowledge of workflow routing, case management processes, automation, and integrations
• Excellent communication skills and ability to translate technical issues into business-friendly language
• Ability to support multiple issues simultaneously in a fast-paced environment
• Experience with Salesforce Service Cloud, CRM administration/development, or workflow tools (Bizflow/Pega)
• Salesforce Certifications such as Administrator, Advanced Administrator, Platform App Builder, or Platform Developer I/II
• Understanding of Group Benefits operations and case lifecycle processes
• Familiarity with PI planning, Feature/Story lifecycle, and readiness concepts
• Experience with monitoring tools, Splunk, API logs, deployment pipelines, and defect management practices

Benefits

• Comprehensive health plan that includes medical/prescription drug and vision
• Dental insurance
• No-cost short- and long-term disability
• Company-paid life insurance
• Legal services
• A retirement pension funded entirely by MetLife
• 401(k) with employer matching
• Group discounts on voluntary insurance products including auto and home
• Pet, critical illness, hospital indemnity, and accident insurance
• Employee Assistance Program (EAP)
• Digital mental health programs
• Parental leave
• Volunteer time off
• Tuition assistance
• And much more!

Company Overview

• MetLife is a provider of insurance, employee benefits, and financial services . It was founded in 1868, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is http://www.metlife.com.

Company H1B Sponsorship

• MetLife has a track record of offering H1B sponsorships, with 164 in 2025, 108 in 2024, 113 in 2023, 155 in 2022, 75 in 2021, 81 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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