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[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
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