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.

• Position may be required to work extended hours, including 24 x 7 coverage when on call.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Perform, manage and appropriately document work activities relating to IT service portfolios or products in support of our business partners. Lead IT activities required to manage service level agreements. Assist others in planning and prioritizing work and work schedule. (45%)
• 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 (15%)
• Maintain and enhance engagement with business and IT partners and other stakeholders (15%)
• Establish positive team environment by proactively assisting and training less experienced personnel. Provide performance and development feedback as required (15%)
• Maintain technical knowledge and business acumen within own discipline or function (10%)

JOB 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

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor's degree in Computer Science or related discipline and typically 5-8 years experience in Information Technology or equivalent combination of education and work experience. In lieu of degree, 9+ years relevant 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.

• Able to effectively communicate highly technical information in non-technical terminology as required dependent upon audience (written and verbal)

• Ability to work with remote project teams.

• Experience in UiPath

PREFERRED QUALIFICATIONS

• Understanding of ITIL, incident management, and change management principles.

• Participates in technological innovation to drive new monitoring and automation opportunities to solve complex business problems.

• 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.

• 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.