Sr. Services Analyst - IT

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Location: BALTIMORE, MD, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 238671
Date Posted: Jun 3, 2022
Job: Information Technology - Staff

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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


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. Expected to work under minimal supervision. 

The ITSM Strategic Services Analyst is a functional resource that is vital to the success of the ITSM functional area. The Analyst will have strong impacts on ITSM core functions by maintaining relationships with key stakeholders, monitoring ITSM processes to identify continuous improvement opportunities, and engaging the ServiceNow Platform team as needed to maintain process/tool alignment.

  • Working on day-to-day activities for the ITSM Strategic Services Team as a lead role for the team
  • Responsible for communicating with IT Service areas and IT management about issues impacting ITSM core functions, and escalating those that need leadership attention to the ITSM Core Function Area Manager (CFAM)
  • Collaborating with different IT team members in support of Exelon IT solutions and different project activities as assigned.



PRIMARY DUTIES AND ACCOUNTABILITIES

Responsibilities for the ITSM Strategic Services Analyst includes:

  • Helps maintains the governance, policies, and direction of ITSM core functions
  • Assists in maintaining the ITSM Strategic Roadmap
  • Coordinates ITSM Peer Group and SME Network activities on behalf of the ITSM CFAM
  • Facilitates process improvement workshops for ITSM core functions
  • Coordinates Management Model approval process, including facilitating document review sessions and comment tracking to resolution
  • Ensures appropriate communication occurs to maintain awareness of ITSM activities across IT, and identifies OCM engagement needs when ITSM process changes impact end users
  • Supports ServiceNow projects as needed to ensure ITSM process alignment and standards are maintained
  • Maintains technical knowledge and business acumen within own discipline or function 

 

Qualifications

POSITION 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

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.
  • Proficiency with data analysis in Microsoft Excel
  • Experience leading small IT projects or sub-teams and knowledge of IT project management.
  • Strong problem solving and analysis ability.
  • Excellent communications skills (written and verbal)
  • Ability to work with remote project teams

PREFERRED SKILLS & EXPERIENCE

 

  • General knowledge of ServiceNow system, including Incident Management, Request Management, and Change Management.
  • Experience with SNOW and Power BI reporting tools
  • Experience working in Compliance and/or Audit
  • Experience in IT Architecture to include application, database, middleware, network, service hosting
  • The following training and/or related certifications are desirable:
    • ServiceNow Fundamentals
    • ITIL v3 or v4 Foundations

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

EEO is the Law Poster

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