Job Classification:

Technology - Admin & Support

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, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.  

Your Team  

As a Lead, Service Management in the Technology Application Operations organization you will partner with functional owners and cross-functional teams to improve the Production Support Center incident team. 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; Change & Configuration Release Management & Delivery & Implementation. 

Here is What You Can Expect on a Typical Day    

Provide oversight and guidance on execution of ITSM roles, handle execution of most complex items in queueOversee daily operations of the Production Support Center, ensuring that that incidents are resolved as quickly as possible, while minimizing business impactIn partnership with other lines of management ensure operational excellence is maintained by the US Production Support CenterMaintain clear escalation paths to resolve client issues efficientlyServe as a point of escalation for our U.S. Business PartnersPerform analysis and trending to identify areas of process improvement; lead continual improvement story creation/completionDevelop and update incident management policies, procedures, and workflows to enhance efficiency and effectivenessOversee the introduction of future strategic and BAU process and tooling changes across Incident Management, in partnership with the businessProvide oversight and guidance on execution of ITSM processes and provide thought leadership on continual improvement efforts; assess and manage riskSupport for onboarding new work items into the team and ensuring Team Lead and wider team are adequately educated on the sameCompile executive communications; collaborate with Product teams to achieve objectives

The Skills & Expertise You Bring  

Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent work experienceITIL v 4 Certifications preferredDemonstrated experience with Microsoft Office 365, and Microsoft ProjectIn-depth understanding of Service Management Framework principles and processes and the ability to apply technical knowledge in project or program activities Ability to gather management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or serviceKnowledge of Service Management tools:​ ServiceNow​, Splunk​, Dynatrace​, Aternity, ElasticsearchBasic understanding of technology stacks, Cloud Services, Software Development Lifecycle, Core Infrastructure components and interdependenciesCustomer Service: Ability to help clients and/or customers resolve issues and ensure a positive experienceEffective 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. 

You’ll 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, we’ll help you make an even bigger impact with learning experiences that can grow your technical AND leadership capabilities. You’ll be surprised by what this rock-solid organization has in store for you. 

What we offer you:Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $118,700.00 to $176,600.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

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 $1,600 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.  

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. 

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. 

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com. 

 

If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.