[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

Company H1B Sponsorship