Specialist, Service Management

Specialist, Service Management

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.

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:

• Bachelor's 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.
• 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.

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 $92,400.00 to $137,400.00. 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.

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.