HR Project Delivery & Application Support Analyst

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.

Responsible for the delivery, support, and continuous improvement of HR technology solutions. Acts as the primary liaison between business stakeholders, vendors, and internal technology teams to ensure stable operations, effective issue resolution, service performance, and successful project delivery.

Role and Responsibilities

- Manage HR technology projects, system enhancements, releases, and vendor engagements.
- Coordinate application support activities, including incident, problem, change, and service request management.
- Serve as the primary contact between HR, vendors, and enterprise technology teams.
- Coordinate with internal teams including Entra ID, Active Directory, SFTP, Network, Security, Infrastructure, and Integration teams to support application operations and project delivery.
- Support application administration activities including SSO, user provisioning, access management, group assignments, certificate renewals, and enterprise application onboarding within Microsoft Entra ID.
- Monitor service performance and conduct regular SLA reviews with vendors and support teams to ensure service commitments are met and improvement actions are tracked.
- Produce operational reporting, support governance forums, and provide updates on service health, risks, issues, and project status.
- Ensure adherence to service levels, governance, audit, security, and compliance requirements.
- Drive continuous improvements to system stability, support processes, automation opportunities, and user experience.

Qualifications

- ~10-12 years of experience in HR technology project delivery, application support, or IT service management roles.
- Experience supporting HR technology platforms such as Workday, ServiceNow HRSD, Glint, and other HR applications.
- Strong project management, stakeholder management, and vendor management experience.
- Strong communication, problem-solving, coordination, and relationship management skills.

Preferred skills

- Knowledge of Microsoft Entra ID, Active Directory, SSO, access management, APIs, and SFTP-based integrations.
- Experience managing service reviews, SLA/KPI reporting, operational governance, and continuous improvement initiatives.
- Experience working with vendors and cross-functional technology teams within an ITIL-based support environment.

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.