Support Analyst - Group Insurance Underwriting | PGIM Ireland

As the Global Asset Management business of Prudential, we’re always looking for ways to improve financial services. We’re passionate about making a meaningful impact - touching the lives of millions and solving financial challenges in an ever-changing world.

We also believe talent is key to achieving our vision and are intentional about building a culture on respect and collaboration. When you join PGIM, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading global asset managers! 

If you’re not afraid to think differently and challenge the status quo, come and be a part of a dedicated team that’s investing in your future by shaping tomorrow today.

At PGIM, You Can!

What you will do

In your new role as a Support Analyst you will be tasked with providing front-line user support for all Group Insurance Underwriting applications in Prudential Financial. Based in our State of the art Letterkenny office on a hybrid work basis, You will Log and categorize tickets, perform initial triage, and support users with routine troubleshooting, access, and documentation needs. In this role you will need to escalate complex issues to the Senior Support Analyst.

What you can expect

• Respond to user requests and issues originating from multiple applications (e.g., PRIME, Salesforce, CPM, etc.)
• Log tickets in the system (defects, enhancements, access, training/documentation) and provide initial triage
• Categorize issues and route to Senior Support Analyst or appropriate owner
• Perform basic UAT and support documentation updates
• Communicate resolution status and guidance to users; maintain user-focused service
• Support team training, communications, and knowledge base updates
• Escalate unresolved or high-priority issues to Senior Support Analyst

Process Flow & Escalation Responsibilities:

• Responsible for accurate ticket logging and initial categorization
• Escalates tickets beyond scope or complexity to Senior Support Analyst
• Maintains communication with users throughout the process

• Collaborates with: IT, Application Champions/SMEs, Training Lead (as required)

What you will bring

• Leaving Certificate or NFQ level 4 certificate
• 1-2 years/ relevant work experience
• Basic troubleshooting and documentation skills
• Customer service orientation; willingness to learn and grow

*PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

What we offer you

• Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.
• Annual Leave of 23 days at full pay, increasing with service.
• Pension Scheme: Members of the scheme can contribute up to 8% of salary per annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
• Annual Bonus Programme & Shop LK Vouchers / CleverCards (subject to eligibility): Along with an annual bonus employees are rewarded with Shop LK Vouchers/ CleverCards which are paid tax free.
• Life Assurance: fully paid by PGIM Ireland, employees are covered from their start date and beneficiaries are provided with a lump sum of four times an employee’s salary.
• Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.