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 Operations Control Center you will partner with product owners, tech leads, designers, engineers and delivery professionals to improve Observability of Incident, Problem, and Change Management. The Operations Control Center is the organizational unit owning the Incident, Problem, and Change processes. 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.
Here is What You Can Expect on a Typical Day
- Create observability and metric visuals for businesses and users to understand critical points of interest within Operations Control Center processes
- Perform analysis and trending to identify areas of process improvement; lead continual improvement story creation/completion
- Provide oversight and guidance on creation of observability views and provide thought leadership on continual improvement efforts
- Create, code and support solutions to automate processes actively code against the roadmap
- Employ an automation-first mindset, adding new value with automation embedded in solutions
- Bring an applied understanding of relevant and emerging technologies, begin to find opportunities to provide input to the team and coach others and embed learning and innovation in the day-to-day
- Work on complex problems in which analysis of situations or data requires an in-depth evaluation of various factors
Significant Experience with several of the following:
- 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 key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service
- Experience with agile development methodologies and Test-Driven Development (TDD)
- Applied experience with several of the following: ServiceNow, Tableau, Power BI, Power Automate, Microsoft Fabric, Dynatrace,
- Experience with or ability to develop expertise with infrastructure fundamentals, database fundamentals, programming (including Python, JSON, Shell/Powershell scripting), web platforms (HTML, Sharepoint, Confluence), and cloud computing.
- 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.
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:
- 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
- Retirement plans:
- 401(k) plan with company match (up to 4%)
- Company-funded pension plan
- Wellness Programs to help you achieve your wellbeing goals, 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.
- Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.
- 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.
To find out more about our Total Reward 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.
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Note: 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 $115,800.00 to $172,300.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.
Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.
Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.
We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.
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.
The Prudential Insurance Company of America, Newark, NJ and its affiliates.
Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.
PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email accommodations.hw@prudential.com.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.