Lead, Service Management

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

Prudential's Global Technology team is the SPARK that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability, and efficiency.

• Provide oversight and guidance on execution of ITSM roles, handle execution of most complex items in queue
• Perform analysis and trending to identify areas of process improvement; lead continual improvement story creation/completion
• Provide oversight and guidance on execution of ITSM processes and provide thought leadership on continual improvement efforts; assess and manage risk
• Compile executive communications; collaborate with Product teams to achieve objectives
• Supporting management oversight after hours for the 24/7 Operational Team. This includes being on call 24/7 to assist production issues/concerns. Manage resource allocation across shifts to ensure adequate coverage.
• Adapt quickly to a challenging, fast-paced environment, ensuring rapid response to production issues and critical incidents.
• Work closely with stakeholders to align business needs with production support operations.
• Manage Autosys job scheduling, including monitoring, troubleshooting, and creating/modifying JIL scripts.
• Provide Oracle EBS scheduling, monitoring, and troubleshooting support.
• Identify and implement process improvements to enhance system reliability and performance.
• Utilize JIRA and ServiceNow (SNOW) for tracking incidents, service requests, and change management.
• Generate reports and insights using Power BI and Oracle BI for performance monitoring and decision-making.
• Maintain a structured problem management approach, identifying root causes and ensuring long term fixes.
• Maintain SLA/KPI tracking and reporting for performance monitoring.
• Involvement from an Operational standpoint large, complex, mission critical business and technology projects.
• Implement best practice, continuous improvement processes that prioritize incident identification, analysis, and remediation, with an emphasis on automation and prevention.
• Continually assess key risks and controls across all functions and identify opportunities to enhance the systems and operational processes to improve controls and efficiency.

• In-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 service
• 5+ years of experience within an operation, business processes or financial reporting functions with demonstrated increasing leadership responsibilities.
• Proficiency in JIRA, ServiceNow (SNOW), Power BI, and Oracle BI.
• Proficiency in Autosys job scheduling, JIL scripting, and troubleshooting.
• Experience with Oracle EBS scheduling and monitoring.
• 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.

• 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 Programsincluding 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.