Sr. Services Analyst - IT

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Location: PHILADELPHIA, PA, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 240488
Date Posted: Oct 18, 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 ServiceNow Service Request Management Analyst/Catalog Admin is a technical resource that is vital to the success of an ITSM ServiceNow implementation. Position will be required to work extended hours, during ServiceNow migrations and support of critical business processes.  

  • Responsible for communicating and prioritizing with IT Service areas and IT management for ServiceNow enhancements. 

  • Oversight of enhancement testing and deployment in alignment of agile support model

  • Work in ServiceNow to perform tasks such as catalog item modifications and creation of new catalog items, etc.

  • Coordinate and investigate defects

  • 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 ServiceNow Service Request Management Analyst/Catalog Admin includes:

  • Helps maintains the governance, policies, and direction of the Service Catalog

  • Assist in carrying out the Service Request Management Vision and Roadmap

  • Maintains the integrity of the Service Request processes and standards

  • Works closely with ServiceNOW Platform Team, Asset Management and ITSM peers

  • Identify opportunities for improvement of Service Request processes through automation and integration of ServiceNOW products

  • Participate in weekly backlog grooming and work track meetings and ensure Service Request Management enhancements and stories are included in biweekly releases.

  • Perform, manage, and appropriately document work activities relating to Service Request Management 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.

  • 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 

 

Qualifications

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

  • The following training and/or related certifications are desirable:

    • Scripting in ServiceNow

    • Current ServiceNOW System Administration Certification

    • ITIL SACM

    • AGILE experience/certification

 

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