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
As a Specialist Service Management in the Technology Application Operations organization you will partner with functional owners and cross-functional teams to drive automation initiatives across diverse operational functions. You will Specialize in the delivery and management of technology services to the firm working with customers internal service delivery units and suppliers to ensure an appropriate level of service is delivered. Includes Event Incident & Problem Management; Vulnerability Management; Change & Configuration Release Management.

Here is What You Can Expect on a Typical Day
Collaborate with stakeholders to understand processes identify pain points and align and log problems through incidents monitoring performance data or user feedback.
Classify and prioritize problems based on application severity and business impact.
Lead or support root cause analysis (RCA) using observability tools logs and SME input.
Document findings workarounds and known errors in ServiceNow and the Knowledge Base.
Coordinate with development teams to drive permanent fixes and validate effectiveness.
Track and report on problem trends resolution timelines and business impact.
Participate in monthly and quarterly reviews of open problems known errors and recurring issues.
Contribute to process improvement and share lessons learned with the Problem Management Community of Practice.
Facilitate discussions to drive outcomes of ITSM process; identify escalations when appropriate
Deliver cross-product demos showcasing developed solutions implementation and measurable impact on business outcomes
Follow established communication procedures; collaborate with technical and non-technical resources
Stay up-to-date with emerging technologies and proactively incorporate innovation into automation strategies

Understanding of several of the following:
Bachelors degree in Computer Science Information Technology or related field; or equivalent work experience.
3 years of experience in IT service management problem or incident analysis.
ITIL v4 Certification preferred.
Familiarity with RCA methodologies (5 Whys Fishbone Fault Tree).
Effective communication and collaboration skills.
Understanding of operational metrics and KPIs (MTTD MTTR Problem Resolution Rate etc.).
Experience working in cross-functional teams.
Strong problem-solving communication and collaboration skills with a business-oriented mindset to align technical solutions with organizational goals.
In-depth understanding of Service Management Framework principles and processes and the ability to apply technical knowledge in project or program activities
Knowledge of Service Management tools: Servicenow Splunk Dynatrace Aternity
Basic understanding of technology stacks Cloud Services Software Development Lifecycle Core Infrastructure components and interdependencies
Customer Service: Ability to help clients and/or customers resolve issues and ensure a positive experience
Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors. Ability to communicate effectively (both verbally and in writing) with all the stakeholders.
Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Analytical Thinking: Knowledge of techniques and tools that promote effective analysis: ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.

Youll Love Working Here Because You Can
Join a team and culture where your voice matters; where every day your work transforms our experiences to make lives better. As you put your skills to use well help you make an even bigger impact with learning experiences that can grow your technical AND leadership capabilities. Youll be surprised by what this rock-solid organization has in store for you.

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.