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IT Service Management Engineer


Roseland, NJ
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Job Details

Position Title: IT Service Management Engineer
Job Code: 444498
Job Location: New Jersey-Roseland

Prudential’s Enterprise Services Management team offers numerous global services to the enterprise, including IT Operations Management (ITOM), IT Service Management (ITSM), End User Experience Insight (EUX) and Application Performance Management (APM).  Our team provides crucial monitoring services to Prudential’s IT organizations with the objective of detecting and remediating problems before they adversely affect end-users.


We are also deploying enterprise-scale Splunk and ServiceNow instances which will transform the way Prudential associates work by adopting a service-oriented approach for the activities, tasks and processes that make up day-to-day work life.  We help the modern enterprise operate faster and be more scalable than ever before


Our team is looking for an ITSM Engineer with a background in IT infrastructure, application, and end-user monitoring services.  The Engineer will be responsible for maintaining key Splunk functions and implementation of new Splunk-based solutions to meet ever changing business needs.



  • Assist with the implementation of Splunk and Splunk Apps to include developing new/custom Apps to perform specialized functionality.
  • Assist with onboarding of logs and datasets into Splunk for data analytics and monitoring purposes, following standard best practices.
  • Assist with search and reporting functions to help customers with the data analytics, root cause analysis, and implementation of specialized/custom dashboards.
  • Maintain Splunk Core and Spunk ITSI modules for leveraging Notable Events which will integrate into Service Now’s Event Management layer.
  • Implement Event Management modules and related rule sets in ServiceNow that will allow for deduplication, correlation, and incident management.
  • Review, design, and implement a ServiceNow based solution to ingest and process SNMP traps resulting in alerts being forwarded to the Event Manager.
  • Review and analyze business requests for monitoring services and develop robust ITSM solutions to meet the requirement.
  • Identify gaps and opportunities in all monitoring processes (to improve efficiency and effectiveness) and recommend solutions that detail pros, cons, and risks.
  • Prepare all client facing and internal deliverables that are technology related.
  • Prepare and maintain technical specifications and documents; architecture diagrams, system documentation, operating manuals, and work flow diagrams.
  • Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes.
  • Participate in Agile SDLC activities including daily Scrum meetings, Backlog Grooming, and Sprint sessions.
  • Troubleshoot production and test issues; perform root cause analysis, recommend corrective action, and lead the resolution efforts.
  • Perform off-hours maintenance and deployments for system releases and join on-call rotations for 24x7 support to maintain service availability.

  • Bachelor’s degree in an IT related field or minimum of 4 years of relevant recent experience
  • Minimum 2 years of experience using Splunk for data analytics or monitoring.

  • 2 years of experience in IT Service Management or IT Operations Management including
    • IT Infrastructure monitoring
    • Hardware and Software monitoring
    • Application Performance Management
    • SNMP configuration and alerting
    • Logfile Adapter and Monitoring
    • Integration of ITSM products such as IBM Tivoli Monitoring, Computer Associates ASM, IBM Netcool Omnibus
    • Thorough understanding of market trends
  • Industry certifications a plus:
    • Splunk Certified Power User, Splunk Certified Admin
    • ServiceNow System Administrator
    • ITIL v3 Foundation and/or advanced ITIL certifications
  • Ability to interact with and influence a wide range of employees, including technical support teams, application developers, and system owners across the enterprise.
  • Ability to drive deliverables and results while working with cross functional teams in varied locations.
  • Hands-on experience supporting and maintaining production systems and services.

  • Ability to review functional requirements and determine the type of integration work that is required based on the business needs.
  • Ability to exercise independent judgment and creative problem-solving techniques in a highly complex environment using leading-edge technology and integrating with diverse application systems.
  • Strong interpersonal skills including team collaboration, leadership, presentation, organizational, verbal and written communication skills.

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: Information Technology
Schedule: Full-time
Apply on the Company Site
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