Sr. Services Analyst - IT

Job Description

Description

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Performs and/or manages activities relating to planning, designing, building, and maintaining IT services, projects, portfolios, products, and processes. Creates and assigns detailed tasks to subordinates. Expected to work under minimal supervision. 

The Sr Services Analyst is a technical resource that is vital to the success of ITAM ServiceNow implementation. The Analyst will have strong impacts on Asset & Config Management, Incident and Change processes and maintain partnerships with Platform, Network, and other IT Teams for the installation and maintenance of the services they run. Position may be required to work extended hours, during ServiceNow migrations and delivery emergencies.  

• Working on day-to-day activities for the Configuration and IT Asset Management Team one of the team members that process service requests as well as works in the Request Module.
• Responsible for communicating with IT Service areas and IT management around activities for ServiceNow enhancements and working in ServiceNow to perform tasks in ServiceNow CMDB activities like update requests, adjusting CI relationships, creating request catalog items, etc.
• Collaborating with different IT team members in support of Exelon IT solutions and different project activities as assigned.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Helps maintains the governance, policies, and direction of the CMDB
• Assist in carrying out the CMDB Relationship Vision and Roadmap
• Maintains the integrity of the CMDB/Configuration and Asset Management processes.
• Works closely with ITSM peers
• Identify improvements with internal consumers of data whose processes interact with the CMDB.
• Review CI/Asset quality with owners of data
• Participate in weekly CAB meetings as needed and ensure CMDB data is part of all changes and is driving positive Change Management.
• Perform, manage, and appropriately document work activities relating to IT service portfolios or products in support of our business partners.
• Carry out IT activities required to manage service level agreements. Assist others in planning and prioritizing work and schedule.
• Works closely with ServiceNOW Platform Team and ITSM peers.
• Identify opportunities for improvement of Config & Asset Management processes through automation and integration of ServiceNOW products.
• Participate in weekly backlog grooming and work track meetings and ensure ITAM/ITOM enhancements and stories are included in biweekly releases.

• Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model.
• Maintain and enhance engagement with business and IT partners and other stakeholders.
• Establish positive team environment by proactively assisting and training less experienced personnel. Provide performance and development feedback as required.
• Maintain technical knowledge and business acumen within own discipline or function.

JOB SCOPE

• Utilize understanding of customer's business needs to determine requirements.
• Applies technical expertise to plan, design, build or support required products and processes.
• Help other team members learn appropriate theories, practices and principles that relate to their skill set portfolio.
• As assigned, manage budget for area of responsibility.
• As assigned, manage working relationship with outsourcing partners.

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor's degree in Computer Science or related discipline and typically 5 to 8 years experience in Information Technology or equivalent combination of education and work experience.
• Proficiency with data analysis in Microsoft Excel
• Experience leading small IT projects or sub-teams and knowledge of IT project management.
• Strong problem solving and analysis ability.
• Excellent communications skills (written and verbal)
• Ability to work with remote project teams
• 2+ years overall experience as a ServiceNow ITAM/ITOM Administrator role, resolving ITSM tickets, Incident resolution, Request fulfillment, Change and Problem tasks
• 3+ years overall experience in an IT Service Management role
• Understand CMDB (CI classes and relationships to services/assets/etc) and the attributes that provide enterprise-wide visibility, basic skills required to design, configure, populate, and maintain the health of ServiceNow CMDB
• Understand best practices for configuring CMDB, including knowledge of manual import of data into CMDB
• ServiceNow Administration including Request creation, testing and implementation
• Service Mapping knowledge
• Experience creating Request Catalog Items and Workflows 
• The following training and/or related certifications:
• ServiceNow Fundamentals
• ITIL v3 or v4 Foundations

PREFERRED QUALIFICATIONS

• The following training and/or related certifications are desirable:
  • Scripting in ServiceNow
  • ITIL SACM
  • ServiceNow System Administration
  • ServiceNow Advanced System Administration