Senior Associate, Service Management

ce 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 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.

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:

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 $72,900.00 to $108,600.00. 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 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.

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. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

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 [email protected].

If you are experiencing a technical issue with your application or an assessment, please email [email protected] to request assistance.