Lead Business Systems Analyst

Role Value Proposition:

MetLife's call center IT is looking for an experienced Lead Business Systems Analyst to work in a specialized role in call center systems. The candidate will elicit and understand business requirements and work with business product owners and the application development teams to capture the right solution. The role requires strong communication, analysis skills, and problem-solving skills. This role will be responsible for creating solutions for our Interactive Voice Response system (IVR) as well as other technologies. The candidate will be responsible for functional requirements and testing support of applications following the full systems development lifecycle (SDLC), primarily focusing on the IVR.

Key Responsibilities:
  • Work with the business to identify efficiencies in their processes, designing solutions to maximize the benefits of those solutions
  • Elicit requirements from business stakeholders and assist business teams in documenting requirements
  • Translate business requirements into effective, structured, traceable and consumable functional requirements
  • Review Business Requirements, User Stories, and other documentation to ensure completeness and accuracy
  • Work with Development Organization to ensure that solution design is coded & tested

Essential Business Experience and Technical Skills:

  • 5+ years as a Business Systems Analyst or a Consultant creating technology solutions
  • BA/BS degree required, major in related field preferred
  • Expert skills in requirements elicitations, and analysis
  • Experience creating requirements documentation: BRD's, FRD's, Use Cases, User Stories
  • Experience with both waterfall, iterative and agile methodologies
  • Excellent verbal and written communication skills with focused attention to details, as well as, demonstrated professionalism and time/task management skills; ability to establish strong relationships; adapt to changing priorities and effectively prioritize workflow to meet critical deadlines.

  • IVR and/or call center experience preferred
  • Experience with of Agile and Dev Ops Methodology
  • JRIA or Microsoft Azure Experience

Business Category

Application Development

Number of Openings


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, 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 #: 119688