Sr. Services Analyst - IT

Job Description

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?

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.

The Sr Services Analyst is a technical resource which is important for successful administration of ITSM, ITOM, ITAM, HR and IRM (Integrated Risk Management) products within ServiceNow. This position may be required to work extended hours, during ServiceNow migrations and delivery emergencies.

*Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

 Note: This is a flex position meaning this role will be part remote and part in the office.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Assist in carrying out the vision and roadmap for of ITSM, ITOM, ITAM, HR and IRM (Integrated Risk Management) products
• Works closely with other products owners and technical leads of Servicenow products
• Perform, manage, and appropriately document work activities relating to IT service portfolios or products in support of our business partners
• Maintain the integrity of the ServiceNow platform across production and non-production instances
• Perform day-to-day administration of the ServiceNow platform.
• Carry out IT activities required to manage service level agreements. Assist others in planning and prioritizing work and schedule.
• Assist in troubleshooting operational, patch and release management issues
• Identify opportunities for improvement through automation and integration of Servicenow products
• 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
• Maintain technical knowledge and business acumen within own discipline or function

JOB SCOPE

• Utilize understanding of customer's business needs to determine requirements and adequate implementation
• Applies technical expertise to plan, design, build or support required products
• As assigned, manage working relationship with outsourcing partners

Qualifications

MINIMUM QUALIFICATIONS

• 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.
• 3+ years overall experience as an administrator ITSM, ITOM, ITAM, HR and IRM (Integrated Risk Management) products in ServiceNow
• Working knowledge of relational databases.
• Experience with IT Service Management, Service Desk, and Change Management processes
• The following training and/or related certifications:
  • ServiceNow System Administration
  • ITIL v3 or v4 Foundations

PREFERRED QUALIFICATIONS

• Experience in implementing ServiceNow processes and functions.
• Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP
• Knowledge of web applications, networks, protocols and email
• Knowledge of Boomi and Apigee
• The following training and/or related certifications are desirable:
  • ServiceNow Certified Implementation Specialist - Discovery
  • ServiceNow Advanced System Administration