Job Classification:

Are you interested in building capabilities that enable the organization with innovation speed agility scalability and efficiency The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential youll unlock an exciting and impactful career all while growing your skills and advancing your profession at one of the worlds leading financial services institutions.

Your Team & Role:

As an Associate at the Service Desk you will provide technology and device support including for Windows 11 O365 MacOS mobile devices and laptops to employees and contractors. Beyond your technical expertise and experience you will bring excellent problem-solving communication and teamwork skills along with an Agile approach to work strong business insight an inclusive leadership attitude and a commitment to continuous learning. Including developing solutions in Nexthink to effectively identify address and resolve common issues including problem detection and remediation. Additionally you will develop software and automated solutions to manage the lifecycle of infrastructure services as we address complex business challenges and deploy innovative products services and experiences to delight our customers.

Here is What You Can Expect on a Typical Day:

Resolves moderate technical issues from incoming incidents. Exercises judgment within defined procedures and practices to determine appropriate action escalates as necessary

. Utilize the ServiceNow ticketing system to manage IT support requests and incidents and generate dashboard reports to monitor performance and identify areas for improvement

Provide easily consumable services to software development teams to assist in the consumption of infrastructure solutions and partner to implement them

Documents and tracks status of client inquiries coordinates appropriate response and follows up to ensure client satisfaction

. Identify diagnose and troubleshoot workplace issues using Nexthink monitoring software to provide real-time visibility into the end-user computing environment

. Create workflows to connect apps and services in Power Automate eliminating repetitive tasks and streamlining processes

. Bring an understanding of relevant and emerging technologies begin to find opportunities to provide input to the team and embed learning and innovation in the day-to-day

. Use programming languages including but not limited to Python JavaScript Shell/Power scripting

. Use ServiceNow for

. Automate unit and integration test cases solve problems and add new value with automation

. Practice an Agile framework to identify and suggest process enhancements to prevent recurring issues and improve service delivery

The Skills & Expertise You Bring:

Strong knowledge of diagnostic tools and ticketing applications; Proficiency with Computer Software and Hardware; Ability to troubleshoot the client problems by asking specific questions implementing solutions and testing the outcomes to rule out common errors

. Proficiency in Nexthink and Microsoft Power Platform (Power Automate and Power BI)

Ability to use remote access tools to interact with clients computer search through files and install software drivers to resolve issues

Know-how to identify the symptoms of different problems and direct the clients to the proper feasible solution

Familiarity in using modern programming languages to gather device information and use this information to proactively address compliance issues on devices automate administrative tasks and provide on demand troubleshooting scripts

. Experience with several of the following:

- Programming Languages: Python Shell/Power scripting

- Infrastructure Fundamentals

o Database Fundamentals: Schemas Tables Permissions SQL

o Networking TCP/IP and other common communication Protocols: OSI Model Proxy Firewall

. Knowledge/Understanding of the following:

- Application Programming Interfaces (API): Consumption & Development

- Cloud Computing: Understanding & knowledge (of 1 or more): AWS Azure Google Cloud Platform (GCP)

- Cloud service consumption

. Preferred Qualifications:

- Financial/Insurance industry experience is a plus not a must

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What we offer you:

• Market competitive base salaries with a yearly bonus potential at every level.

• Medical dental vision life insurance disability insurance Paid Time Off (PTO) and leave of absences such as parental and military leave.

• 401(k) plan with company match (up to 4%).

• Company-funded pension plan.

• Wellness Programs including up to $1600 a year for reimbursement of items purchased to support personal wellbeing needs.

• Work/Life Resources to help support topics such as parenting housing senior care finances pets legal matters education emotional and mental health and career development.

• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period) after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program whereby an award if any depends on various factors including without limitation individual and organizational performance. To find out more about our Total Rewards package visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.