Prudential plc · 1 month ago
Specialist, Service Management
Dresher, PA
Full-time
Onsite
Mid Level
$92K/yr - $137K/yr
3+ years expPrudential is a leading financial services institution that prides itself on digital transformation and innovation. As a Specialist in Service Management, you will manage technology services delivery, drive automation initiatives, and collaborate with cross-functional teams to improve operational efficiency.
Asset ManagementConsultingFinancial ServicesHealth CareInsurance
Responsibilities
Collaborate with stakeholders to understand processes, identify pain points, and align and log problems through incidents, monitoring, performance data, or user feedback
Classify and prioritize problems based on application, severity, and business impact
Lead or support root cause analysis (RCA) using observability tools, logs, and SME input
Document findings, workarounds, and known errors in ServiceNow and the Knowledge Base
Coordinate with development teams to drive permanent fixes and validate effectiveness
Track and report on problem trends, resolution timelines, and business impact
Participate in monthly and quarterly reviews of open problems, known errors, and recurring issues
Contribute to process improvement and share lessons learned with the Problem Management Community of Practice
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
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience
3+ years of experience in IT service management, problem or incident analysis
Effective communication and collaboration skills
Understanding of operational metrics and KPIs (MTTD, MTTR, Problem Resolution Rate, etc.)
Experience working in cross-functional teams
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
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
Preferred
ITIL v4 Certification preferred
Familiarity with RCA methodologies (5 Whys, Fishbone, Fault Tree)
Knowledge of Service Management tools: Servicenow, Splunk, Dynatrace, Aternity
Benefits
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 Programs 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.
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.
Company
Prudential plc
We are Prudential. For Every Life, For Every Future.
Founded in 1848Central, Hong Kong Island, HKG
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas W Myers, CLU, ChFC
Chief Executive Officer
Recent News
2025-12-04
Company data provided by crunchbase