Job Description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This position is responsible for the delivery and execution of projects and initiatives within DPS – Enterprise Technology. DPS – Enterprise Technology setup enables Prudential to delivery technology as a Product to both internal & external customers.

The role will work closely with Sr. Manager – Process Management & Integration to enhance ServiceNow ITSM capabilities and should possess experience in designing, configuring and enhancing IT Service Management solutions on the ServiceNow platform. The role requires strong technical expertise in core ITSM modules, solid scripting skills, and experience working closely with process owners, platform administrators, and support teams to deliver scalable, high-quality solutions to deliver scalable, enterprise-grade ITSM solutions aligned to organizational standards and governance.

• Design, develop, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.

• Configure workflows using Flow Designer and to automate ITSM processes and improve operational efficiency.

• Develop and maintain platform customizations such as Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.

• Implement and enhance Service Catalog items, Record Producers, and approvals aligned with business requirements.

• Integrate ServiceNow ITSM with external systems using REST/SOAP APIs, IntegrationHub, and MID Server where applicable.

• Collaborate with ITIL process owners to ensure ITSM implementations align with best practices and organizational standards.

• Perform code reviews, manage Update Sets, support release cycles, and ensure adherence to ServiceNow development best practices.

• Provide L2/L3 support for ITSM-related production issues, including troubleshooting and root cause analysis.

• Create technical documentation, solution designs, and knowledge articles for developed solutions.

• Support platform upgrades, patching activities, and regression testing (ATF basics).

Job Qualifications

• Experience Level: 6-9 years of ServiceNow development experience with strong ITSM focus.

• Education Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.

• Strong experience in core ITSM modules: Incident, Problem, Change, Request, Knowledge, and Service Catalog.

• Proficiency in JavaScript and ServiceNow scripting (Glide APIs, Script Includes, Business Rules, Client Scripts).

• Experience with Flow Designer, approvals, SLAs, notifications, and UI configuration.

• Solid understanding of ITIL concepts and ITSM processes.

• Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.

• Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.

• Strong scripting skills in JavaScript and Glide APIs.

• Experience with MID Server configuration and troubleshooting.

• Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.

• ServiceNow certifications such as CSA, CIS-ITSM, or ITIL Foundation.

• Experience with Performance Analytics, Virtual Agent, or Service Portal/Employee Center.

• Exposure to CMDB and its relationship with ITSM processes.

• Experience in agile delivery environments and collaboration with cross-functional teams.

• Familiarity with ServiceNow best practices for upgrades and instance health.

• Familiarity with ATF, ServiceNow release management, and instance management.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.