Req Id: 4304
Job location: Charlotte, NC, US, 28277

Where you'll work:

Our hybrid workplace model offers the freedom to work fully remote or occasionally in one of our offices. This is a remote position with a hybrid option for candidates based in Charlotte, NC.

How you'll contribute:

As a Senior IT Solution Analyst, you'll be part of the IT Service Management team responsible for ITIL process ownership and production support (incident management, change management, monitoring & event management, etc.) for an entirely cloud-based company, with its solutions being over 90% Software-as-a-Service (SaaS), and the remaining being housed within Infrastructure-as-a-Service (IaaS). Given our innovative cloud environment and complex vendor landscape, the IT operations role serves to standardize process across 70+ vendors and set up production support models for our IT teams.

In this role, you'll get to:

The Senior IT Solution Analyst will serve as the IT Service Management process and solution custodian, maintaining all process documentation and work stream deliverables. They will lead meetings with our respective project IT Solution Owners and Business/IT Leadership to drive the creation of new and/or updates to existing critical IT processes as well as needed IT Service Management solutions that support the IT/Business teams. They will ensure all process, requirements, design, and solution documentation is completed and stored within our Brighthouse ServiceNow instance and/or appropriate central repository site. Alongside process custodianship, he/she will work closely with the Brighthouse Financial Production Support, Services Integration Lead, and others to help support larger strategic IT Service Management solutions, while supporting the overall Production environment through incident management. Overall responsibilities of the Senior IT Solution Analyst include but are not limited to:

• Maintain process, requirements, and solutions documentation
• Work closely with IT Solution Owners and Business/IT Leadership to understand new IT Service Management solutions and build requirements documentation
• Organize IT Service Management work deliverables to be consumable by our IT Partner Vendor team members for implementation
• Support the implementation of IT Service Management work deliverables pre- and post- Production.
• Construct review processes on IT Service Management implemented solutions for audit and optimization.
• Provide Production Support assistance regarding but not limited to patch, incident, problem, change, and service desk as required
• Hold workshops with IT teams and support training efforts for IT production support across IT and business functions
• Support Operational Readiness with established SaaS Provider Performance Management processes, such as service level management (defining and/or reviewing service levels with IT teams, and tracking them in a centralized repository)
• Supporting IT Services Integration and Management with developing and implementing strategic goals for the program
• Maintaining an open line of communication with the IT Services Integration and Management Lead and escalating items as appropriate
  

We're looking for people who have:

• 1-2 years of experience desired within the IT Service Management, risk management, or general IT spaces
• ITIL certification is a plus, but is not required
• ServiceNow experience desired, but not required
• Agile Methodology knowledge desired, but not required
• Excellent written and verbal communication skills
• Works well in a team environment and can leverage resources when needed
• Demonstrate strong organizational skills, with the ability to manage large amounts of data.
• Bachelor's degree and related field experience preferred
• A flexible and willing attitude to learn new skills
  

Research shows some people may not apply for a role if they don't check all the boxes of a job description. If you don't check every box listed, that's okay. We would love to hear from you.

What you'll receive:

• Compensation - Base salary ranging from [$67,000 to $80,000] plus competitive performance-based incentives determined by company and individual results
• Flexible Work Environment - Work fully remote or occasionally in the office to better thrive in all areas of life
• Paid Time Off - Recharge with a minimum of 20 days of paid time off and 16 paid company holidays per calendar year plus paid volunteer time and paid study time
• Financial Health - Work toward achieving your financial goals through our 401(k) savings plan with company match (up to 6%) and annual company nondiscretionary contribution (3%), 15% employee stock purchase plan discount, and financial counseling services
• Health and Wellness - Enjoy competitive medical, vision, and dental plans plus tax-free health savings accounts with potential company contributions up to $1,000 per family
• Family Support - Care for loved ones with up to 16 weeks of paid leave for new parents, back-up dependent care, dependent care flexible spending account, and reimbursement up to a $25,000 lifetime maximum during your adoption, infertility, or surrogacy journey
• Life and Disability Support - Gain access to company-paid basic life insurance and short-term disability insurance
  

Travel:

None

The company and your department may occasionally gather in person throughout the year to foster a culture of belonging and promote team building. We'd love for you to join us during those company-wide and department-wide events to help you strengthen connections across the company.

Why join us?

Brighthouse Financial is on a mission to help people achieve financial security. Our company is one of the largest providers of annuities and life insurance in the U.S., 1 and we specialize in products designed to help people protect what they've earned and ensure it lasts.

We empower employees to collaborate and create space for people to bring their passion to work and make an impact. Our inclusive work environment fosters a culture that celebrates diverse backgrounds and experiences. You can find out more about our company culture by visiting brighthousefinancial.com/about-us/careers/ .

We're proud to be a FORTUNE® 500 company 2 and recognized as one of Charlotte's Healthiest Employers by the Charlotte Business Journal. We're also honored to be named to Newsweek's inaugural list of America's Most Trusted Companies.

1 Ranked by 2020 admitted assets. Best's Review®: Top 200 U.S. Life/Health Insurers. A.M. Best, 2021.

2 From FORTUNE © 2022 Fortune Media IP Limited. All rights reserved. Used under license. FORTUNE and FORTUNE 500 are registered trademarks of Fortune Media IP Limited and are used under license. FORTUNE and Fortune Media IP Limited are not affiliated with, and do not endorse the products or services of, Brighthouse Financial.

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