Sr. Services Analyst

Job Description

Description

At Exelon, we've got a place for you!

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

Candidate will possess the experience and skills to support and optimize in an advanced role within the Exelon IT organization by providing expert technical guidance, direction and insight to project managers and stakeholders regarding IT system solutions and improvements being deployed within the enterprise environment. Must possess expert & skillful abilities to optimize and maintain high priority and complex IT system initiatives and project solutions [to include both cloud, non-cloud and hybrid cloud models].

Exelon ITOC is searching for a high-performance individual to work in the IT Monitoring and Automation role.  The Sr Service Analyst IT position provides analysis, design, and implementation of the IT monitoring and IT automation aspects of IT Operations Management (ITOM), one of the main functions of the Service Operation module of ITIL framework. Effective monitoring enables management of the capacity, performance, and availability of all the components used in the organization's IT Infrastructure.  This position serves a critical role, providing monitoring for all of Exelon IT.  The Sr Service Analyst is responsible for managing the IT monitoring and IT automation platforms, from administration to monitoring policy and automation design.  Monitoring includes availability of Exelon IT critical infrastructure devices, critical business applications and services, and metropolitan and remote site locations.  The role provides 24x7 support of the monitoring and automation platforms and monitoring services availability.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Primary responsibilities include IT monitoring system, monitoring policy, and automation design, implementation, and administration in support of the Exelon IT Data Network, Server, and Application environments
• Assist IT Architecture and Engineering community in planning the introduction of new technologies and/or identifying the most appropriate technology choices to accomplish goals by utilizing Exelon's standard governance process as outlined in the Management Model
• Build and maintain knowledge of new technologies or technology opportunities and assists in development of analysis of their use for business and/or IT clients
• Lead IT activities required to manage service level agreements and continually improve the quality of the IT monitoring and automation services
• Assist in creation of monitoring and automation services using internal development and external vendor applications/services. Use best practices to improve products and services provided to business unit partners, and monitor quality 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

Qualifications

POSITION SCOPE

• Broad technical expertise with deep technical knowledge of IT incident automation and IT monitoring (network, server, and application).
• Understanding of ITIL, incident management, and change management principles
• Excellent communications skills.  Able to effectively communicate highly technical information in non-technical terminology as required dependent upon audience (written and verbal)
• Participates in technological innovation to drive new monitoring and automation opportunities to solve complex business problems
• Works under minimal supervision
• Demonstrated expert proficiency in at least two operational domains such as storage, compute, database, collaboration, application design, [cloud hosting and related technologies]
• Good knowledge of TCP/IP, Active Directory, NTP, DNS, and DHCP

Qualifications - External

MINIMUM QUALIFICATIONS

• Bachelor’s Degree (Computer Science or related field) and 5 – 8 years' experience (IT infrastructure support, application support, [cloud computing], disaster/recovery, etc.) or 9 – 12 years equivalent job experience.
• Demonstrated consulting, presentation, and project management skills.
• Demonstrated expert proficiency in at least two operational domains such as storage, compute, database, collaboration, application design, [cloud hosting and related technologies]
• Ability to travel domestically.
• 24/7 on-call rotational duties

PREFERRED QUALIFICATIONS

• ServiceNow experience: ITOM Module; ServiceNow Fundamentals; Event Management
• Monitoring, Application Performance Management, IT Operations Analytics software applications/services: Nagios, Microfocus Network Node Manager (NNMi), Sitescope, Operations Orchestration (OO), Microsoft Systems Center Operations Manager (SCOM), SPLUNK ITSI, AppDynamics, ThousandEyes
• ITIL Certification
• Microsoft Azure
• Master’s Degree
• Project Management Professional (PMP) certification.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor