Sr. Services Analyst - IT

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

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. Has budget responsibility for a small project, sub-project or process component. Expected to work under minimal supervision.

PRIMARY DUTIES AND ACCOUNTABILITIES.

Responsibilities for the ServiceNow CMDB and Discovery Administrator includes:

• Helps maintains the governance, policies, and direction of the CMDB
• Assist in leading the CMDB Discovery and Relationship Vision and Roadmap
• Maintains the integrity of the CMDB and Discovery processes
• Maintains Discovery application tool within ServiceNow
• Works closely with Asset Management and ITSM peers
• Identify improvements with internal consumers of data whose processes interact with the CMDB
• Review CI quality with owners of data
• Perform, manage and appropriately document work activities relating to IT service portfolios or products in support of our business partners. Lead IT activities required to manage service level agreements. Assist others in planning and prioritizing work and work schedule.
• 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.
• 2+ years overall experience as a ServiceNow IT Operations Management (ITOM) Administrator role and resolving ITSM tickets
• 5+ 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
• Familiar with Server and network administration tasks within CMDB
• Service Mapping knowledge
• Understand different Discovery tools for both on-prem and cloud infrastructure, applications and relationships
• Experiencing Managing Discovery Schedules and Discovery statuses
• The following trainings/certifications are required:
  • ServiceNow Fundamentals
  • ServiceNow Discovery Fundamentals
  • ITIL v3 or v4 Foundations

PREFERRED QUALIFICATIONS

• ServiceNow lists experience, implementing ServiceNow platforms multiple times
• ServiceNow Administration including IT Asset Management and ITOM enhancement creation, testing and implementation

The following training and/or related certifications are desirable:

• Scripting in ServiceNow
• ITIL SACM
• CCNA or equivalent
• MCSA, RHCSA (Microsoft, RedHat)
• ServiceNow Certified Implementation Specialist - Discovery
• ServiceNow System Administration
• ServiceNow Advanced System Administration