ITSM Flow Optimization Specialist

Role Value Proposition

The Flow Optimization Specialist is responsible for analyzing bottlenecks, streamlining pathways, and designing delivery improvement experiments while optimizing enterprise delivery flow, quality, readiness, and velocity across technology domains. This role establishes and maintains enterprise delivery patterns—including testing, readiness, and sequencing—leveraging automation and cross-domain insights to drive continuous improvement. The consultant partners with enterprise teams to enhance program flow and dependency management, automate readiness checks and guardrails, and convert service management findings into actionable delivery quality improvements.

The role is pivotal in reducing cycle time, minimizing rework and release risk, and driving consistently, predictable delivery across all services.

• Drive automation, simplification, and continuous service improvement to boost efficiency and reduce manual toil for all Service Management practices
• Manage the unified execution of Service Now backlog, testing & release enablement across all practices
• Enable the governance of the Service Management controls to confirm practices operating with accuracy based on defined and documented procedures.
• Optimize delivery flow across technology domains, identifying and removing friction points to enable faster, more predictable delivery.
• Establish and maintain enterprise delivery patterns for testing, readiness, and sequencing, ensuring alignment with business objectives.
• Deliver technical solutions to enable end-user productivity, ensuring Service Management tools and practices support global solutions.
• Deliver Leadership information to multiple audiences to highlight advancements and opportunities to improve the effectiveness of Service Management practices, processes, tools, and technologies.
• Test, troubleshoot, and validate control issues and process gaps, and develop solutions to prevent recurrences.
• Partner with Audit (internal and external) to provide evidence on the effectiveness of the Service Management practices all controls and accountabilities are met
• Drive, analyze, develop, and document Service Now development stories and develop user acceptance testing and post implementation validation scripts, perform acceptance testing and post implementation validation for tool improvements for all practices, and develop and maintain end-user process and technical documentation for the Service Now tool.
• Perform additional team administrative functions, i.e., identify and implement industry standards, analyze business cases, create control processes, perform audits, and maintain ITSM calendars, communications, and SharePoint site.
• Conduct regional stakeholder meetings, monthly operational review, post‑implementation, and planning meetings.

• 5+ years of related IT Service Management, Operational, Business, or Industry work experience
• Familiarity with CI/CD, Dev Ops practices, and testing models
• Experience with M/S Power platform, Ansible, Grafana, or Elastic tools.
• Strong grasp of change, release, and environment readiness patterns
• Knowledge of agile, SAFe, or scaled delivery practices
• Requires strong oral and written communication skills, teamwork, negotiation, and partnership skills.
• Ability to handle multiple assignments concurrently in a fast‑paced, ever‑changing environment.
• Design thinking skills with a strong customer service focus.

• Bachelor’s degree in Computer Science or related technical field
• Understanding of delivery pipelines across multiple domains
• Knowledge of IT systems and proficiency with the MS Office suite desktop software used in day‑to‑day work functions.
• ITIL V4 Certified, SAFe Certified, LEAN Certified, or knowledge of ISO/IEC
  20000 and/or Cobit.
• Knowledge of the Service Now Service Management Tool
  - Change Module and Data Analytics. Working experience with SharePoint.
• Fluent in one or more languages in addition to English, i.e., Spanish, Portuguese, Chinese, French, and Japanese.

At Met Life, 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.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at  This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

Met Life maintains a drug‑free workplace.