Production Support Analyst - CRM & Workflow

Description and Requirements
The Opportunity
The CRM & Workflow Production Support Analyst ensures stable, reliable, and high quality operations across Salesforce CRM and Workflow (Bizflow/Pega) platforms that support Group Benefits. This role provides functional and technical support, drives issue resolution, partners across technology and business teams, and proactively identifies improvements that enhance platform performance and user experience.
The analyst collaborates closely with Product Owners, Product Managers, Agile delivery teams, engineering partners, and business stakeholders to maintain operational readiness and support ongoing enhancements.
Key Responsibilities
Production Support & Incident Management

• 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.

Operational Readiness & Release Support

• 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.

Cross-Team Coordination & Stakeholder Engagement

• 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.

Continuous Improvement

• 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.

Success Measures

• Reduction in recurring production incidents through proactive improvements.
• High quality and timely incident resolution aligned with SLAs.
• Strong operational readiness and reduced post‑release defects.
• Effective cross team collaboration and clear communications.
• Demonstrated ability to identify and drive enhancements that improve stability and user experience.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

The expected salary range for this position is $85,000 - $110,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$85,000 - $110,000