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Customer Communication Management (CCM) Application Manager


Newark, NJ
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Job Details

Position Title: Customer Communication Management (CCM) Application Manager
Job Code: 419078
Job Location: New Jersey-Newark

The CCM Application Manager is considered a subject matter expert in the application functionality of the system, he/she will support the underlying platform used to support the business requirements (i,e, OT Exstream, ThunderHead, MessagePoint, MS SQL Server, etc.) The application manager works closely with the Business Service Operations (BSO) to understand the functional requirements and the business objectives. Ideal candidate will provide subject matter expertise on the technology used to support the BSO's processes as it pertains to customer communications. The application manager also partners with various corporate groups who supports the infrastructure where the application is hosted.


Key Responsibilities Include:

  • Provide Subject Matter Expertise in one of the following areas: Print Management, Document Composition and/or Customer Communication Management.
  • Lead Business Process Improvement Analysis - Develop CPI plan based on reported incidents & process / system experiences
  • Manage staff who monitors & reviews system application health and status of services
  • Responsible for SDLC that includes analysis, design, implementation, and system testing
  • Provide technical support and troubleshooting for system related issues
  • Detect the root cause of an incident, determine a resolution, and work to ensure the incident does not occur again.
  • Supports application-related project activities
  • Participate in analysis of production support trends and metrics
  • Participate in quality improvement and efficiency assessments and implement preventive operation action plans.

  • Bachelor's degree preferred or equivalent
  • 3 years of document composition experience including OT Exstream, ThunderHead and/or Messagepoint
  • 5 years of software development experience
  • SQL, JavaScript, Data Quality, workflow creation, and print management experience
  • Unix / Shell Scripting
  • Template Authoring
  • Forms Migration / Document Rationalization experience
  • System Administration / DB Management
  • Ability to interact with technical and non-technical resources using excellent written and verbal communications
  • Excellent follow-up and customer service skills
  • Must be open to possible off-hour on-call support in high paced environment

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 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, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Development
Schedule: Full-time
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