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. 

Here is What You Can Expect on a Typical Day    

• 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

The Skills & Expertise You Bring

• 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