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Sr. Services Analyst - IT (ServiceNow)

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Location: PHILADELPHIA, PA, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 246705
Date Posted: May 31, 2023

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Job Description


We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies -- 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).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?


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.


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 as a Discovery Admin and a team member that processes service requests as well as works in the Request and Incident 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.


  • Helps maintains the governance, policies, and direction of the CMDB
  • Assist in carrying out the CMDB Discovery Relationship Vision and Roadmap
  • Maintains the integrity of the CMDB/Configuration and Asset Management processes
  • Works closely with ITSM peers
  • Maintains Discovery application tool within ServiceNow
  • 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



  • 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



  • Bachelor’s degree in Computer Science or related discipline and typically 3 to 5 years’ experience in Information Technology or in lieu of degree 6-9 years of relevant equivalent combination of education and work experience.
  • 2+ years overall experience as a ServiceNow ITAM/ITOM Administrator role, resolving ITSM tickets, Incident resolution, Request fulfillment, Change and Problem tasks
  • 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
  • ServiceNow Administration including Request creation, testing and implementation
  • Service Mapping knowledge
  • Understand different Discovery tools for both on-prem and cloud infrastructure, applications and relationships
  • Experience creating Request Catalog Items and Workflows 
  • The following training and/or related certifications:
    • ServiceNow Fundamentals
    • ServiceNow Discovery Fundamentals
    • ITIL v3 or v4 Foundations


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