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

PRIMARY DUTIES AND ACCOUNTABILITIES

• Client Relationship Management - help establish and maintain IT Client relationships which includes: provides front-line primary technical request support to end users on various technical issues and problems relating to hardware, software and peripherals. Responds to, documents and resolves service tickets in a timely manner in accordance with IT Service Level Agreements. Utilize problem-solving skills to analyze, consult, diagnose and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Provides support for desktop computer systems, including repair, installation, and testing of systems, peripherals, and software. Provides support for multiple platforms including desktops, laptops, mobile devices, video conferencing equipment, printers, scanners, and plotters. Performs remote troubleshooting and guide clients in basic installations. Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations. (30%)
• Project Support coordinate and or execute projects involving IT resources and client engagement: Works with project teams to ensure the timely and successful delivery of IT projects related to end user devices or support of hardware related to client engagement. (20%)
• Executive Support - perform break fix, end user device service requests for VIP clients (10%)
• Business continuity and emergency response - Ensures business continuity during all emergency responses. Engages in all emergency response situations such as storm support or network outages. Maintain open line of communication with leadership, the ITOC and point of engagement. (10%)
• Change Management (CM) - Support CM activities related to new or enhanced Services provided by IT (10%)
• Knowledge Management - create and modify knowledge articles to improve customer experience: 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. (10%)
• Vendor Coordination Work with vendor partners included but not to limited escalations, escorts, etc. (10%)

JOB SCOPE

• As assigned, work effectively with outsourcing partners
• Performs this service in support of BSC
• Maintain deep knowledge of technology and its application across Exelon
• Participate in technology innovation to drive new business opportunities and solve complex business problem

Qualifications

MINIMUM QUALIFICATIONS

• Associates degree and typically 2 to 4 years related experience in IT Customer Support or 3 - 5 years relevant work experience
• Appropriate technical skills Active Directory, Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.
• Strong problem-solving skills
• Excellent communications skills (written and verbal)

PREFERRED QUALIFICATIONS

• Bachelors degree in Computer Science
• A+ and Network+
• Customer Service Experience
• Knowledge of business practices and processes in ITIL, Agile, etc.