Senior Associate, 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

As a Sr. Associate, 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 & Delivery & Implementation.

• Collaborate with stakeholders to understand processes, identify pain points, and align automation solutions with business objectives
• Develop, implement, and maintain automated workflows using tools such as Power Automate, Ansible, and Terraform to manage both on-premises and cloud environments
• Write and maintain robust scripts in Python, Shell scripting, or other relevant languages for process and infrastructure automation
• Design and integrate REST APIs to enhance operational workflows and streamline communication between systems
• Support and troubleshoot automation workflows, working closely with operations teams to ensure high performance and minimal downtime
• Develop reusable Infrastructure-as-Code (IaC) templates and solutions to ensure consistency and reliability
• Provide feedback to group on potential areas of improvement; contribute to continual improvement stories
• Serve as a Subject Matter Expert for automation tools and practices, providing training and guidance to team members
• 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

• Bachelor's degree in computer science, Engineering, or related field; or equivalent work experience.
• 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
• Demonstrated experience with configuration management tools like Ansible, Puppet, Chef, or SaltStack.
• Expertise in scripting languages like Python and Bash for automating tasks
• Hands-on experience with DevOps practices, including CI/CD pipelines and infrastructure automation
• Proficiency in cloud platforms (AWS, Azure, GCP) and designing hybrid cloud solutions.
• Experience developing and leveraging REST APIs to integrate and automate infrastructure processes
• Familiarity with monitoring and alerting tools such as Dynatrace, Splunk, or Elasticsearch.
• Understanding of version control systems like Git and collaboration platforms like GitHub/GitLab
• Basic understanding of ServiceNow workflows or other front-end tools to integrate with back-end infrastructure
• Knowledge of containerization tools like Docker and orchestration platforms like Kubernetes.
• 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
• 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.