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.
Provide first-level (L1) support for finance systems (Coupa, Oracle, SmartStream), acting as the primary point of contact for business users. The role also supports basic reporting and analytics to improve visibility, tracking, and user experience.
one. Finance Business Support (Core Focus)
- Act as Single Point of Contact (SPOC) for business users across finance systems.
- Log, triage, categorize, and prioritize incidents and service requests.
- Investigate and resolve user issues using SOPs and knowledge articles.
- Escalate complex/system issues to L2/L3 support teams.
- Track and follow up on escalations to ensure timely resolution.
- Communicate clearly and consistently with users on issue status and resolution.
- Collaborate with business and technical teams to close tickets effectively.
- Ensure adherence to SLAs and KPIs.
two. Knowledge Management & Continuous Improvement
- Maintain and update SOPs, FAQs, and user guides.
- Identify recurring issues and suggest process improvements or automation opportunities.
- Support UAT testing and assist in user training sessions when required.
3. Reporting & Analytics (Exposure Area)
- Support generation of operational reports (e.g. ticket volumes, SLA performance, issue trends).
- Assist in extracting and analyzing data from Coupa / finance systems.
- Support development and maintenance of Power BI dashboards.
- Perform basic data analysis to identify trends and improvement areas.
- Ensure data accuracy and consistency in reporting.
Minimum Requirements
Education
- Bachelor's Degree in Finance, Business, IT, or related field.
Experience
- 1–3 years of experience in business support / system support / shared services.
- Exposure to ticketing systems and SLA-driven environments preferred.
- Experience in finance systems or ERP platforms is an advantage.
Skills
- Basic knowledge of Coupa, Oracle, SmartStream, or similar systems.
- Strong problem-solving and troubleshooting skills.
- Good communication and stakeholder management skills.
- Proficiency in Microsoft Excel.
- Exposure to Power BI, reporting tools, or data analysis is a plus.
Desired Traits
- Proactive and eager to learn.
- Detail-oriented with strong sense of ownership.
- Able to work independently and in a team.
- Comfortable working in a fast-paced 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.
