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Problem Management Analyst


Dresher, PA
Job Code:
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Job Details

Position Title: Problem Management Analyst
Job Code: 456638
Job Location: Pennsylvania-Dresher

The Problem Management Analyst within Group Insurance Information Technology is accountable for problem identification, categorization/classification, investigation, diagnosis, resolution and implementation for all Group Insurance technology services and systems.



  • Identifying, categorizing, prioritizing, analyzing, and tracking all Group Insurance technology service and system problems
  • Coordinate escalated (Level 2 or Level 3) application support where applicable with various Production Support Application teams
  • Interface with internal customers and users regarding Problem Management studies and services
  • Perform proactive problem trending analysis using available data sources and facilitate recommended approaches to address findings
  • Partner heavily with all areas of Group Insurance IT, Group Insurance Business areas, corporate organizations and shared service teams to ensure comprehensive root cause analysis of problems is performed, known errors are documented, and resolutions or workarounds are implemented
  • Provide data/statistical analyses, summarize findings, process metrics and reporting, and provide status reports to customers at all levels of the organization
  • Ensure all problems are logged, reported, continually prioritized and fully documented.
  • Interface with the Incident Management process to ensure incidents have thoroughly documented known errors with specific focus on increasing first-call incident resolution
  • Participate in the continuous improvement of the Problem Management process

The following requirements are REQUIRED:

  • 2 years of Help-Desk or application support- experience
  • 2 years experience in one or more of ITIL process, 6-Sigma, technical business analysis, application support, or IT architecture
  • Strong demonstrated technical troubleshooting skills
  • Overall control-oriented focus to ensure processes are compliant and risk averse
  • Strong customer service mindset with ability to appropriately balance risk with service delivery expectations
  • Keen focus on providing exceptional service to internal customers
  • Strong relationship management skills
  • Strong project management skills
  • Strong interpersonal (listening, written and verbal communication) skills
  • Demonstrated strength in facilitation, conflict resolution, and negotiation
  • Demonstrated ability to handle multiple tasks simultaneously
  • Demonstrated track record as a team player
  • Strong analytical skills with demonstrated track record as a critical thinker
  • Familiarity with Methodology-based approach (6-Sigma, PMI, PRINCE2, etc.)

The following requirements are DESIRED:


  • Demonstrated success in a problem management role
  • Project management certification
  • Bachelor's degree or equivalent
  • ITIL Foundation Certification
  • ITIL V2 Intermediate or V3 Practitioners Certification
  • 6-Sigma Green- or Black Belt
  • Familiarity with infrastructure and application architecture concepts
  • Familiarity with ServiceNow, Quality Center or similar tools

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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