Sr. Services Analyst - IT (ServiceNow) - Newark, DE

Military Spouse Corporate Career Network • Newark, DE

4d • Hybrid

About The Position

This role is for a Sr. Services Analyst focusing on IT Service Management within ServiceNow. The primary purpose is to perform and/or manage activities related to planning, designing, building, and maintaining IT services, projects, portfolios, products, and processes associated with IT Asset Management in ServiceNow. The analyst will create and assign detailed tasks, potentially have budget responsibility for small projects or process components, and is expected to work with minimal supervision. This is a hybrid position requiring employees to be in the office at least three days per week (Tuesday, Wednesday, and Thursday), with remote flexibility. Relocation is not available, and candidates must reside within the company's service territories (IL, PA, NJ, DE, MD, or Washington DC). The company, Exelon, is a Fortune 200 energy company focused on leading the energy transformation and delivering solutions for diverse cities and communities.

Requirements

• Bachelor's degree in Computer Science or related discipline and typically 4 to 7 years experience in Information Technology or, in lieu of a degree, 6 to 9 years of relevant 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.
• Must currently reside within our service territories (IL, PA, NJ, DE, MD or Washington DC).

Nice To Haves

• Scripting in ServiceNow
• ITIL SACM
• ServiceNow System Administration
• ServiceNow Advanced System Administration
• Certified Implementation Specialist - Discovery (CIS-DISCO) certification
• Certified System Administrator (CSA) certification
• Certified Implementation Specialist - Service Mapping (CIS-SM)
• Certified Implementation Specialist - Data Foundations (CMDB and CSDM) Certification

Responsibilities

• Support, enhance, and maintain ServiceNow Discovery and Service Mapping capabilities to ensure accurate population of infrastructure and application services in the CMDB.
• Execute deep technical configuration and scripting for ServiceNow ITOM, Discovery patterns, schedules, probes, and sensors, including Mid server troubleshooting.
• Ensure efficient reconciliation and avoidance of CI duplication through effective identifiers and data policies such as the Identification Reconciliation Engine (IRE).
• Lead the build-out, attestation, refinement, and troubleshooting of Service Maps to ensure accurate representation.
• Perform regular Health Checks and operational reviews of Service Maps and Discovery error trackers to identify incomplete mappings, broken dependencies, or other discrepancies and issues requiring remediation.
• Helps maintain the governance, policies, and direction of the ServiceNow IT Configuration Management, Discovery, and Service Mapping.
• Maintains the integrity of the ServiceNow’s CMDB.
• Identify improvements with internal consumers of data whose processes interact with ServiceNow.
• Perform, manage, and appropriately document work activities relating to IT service portfolios or products in support of business partners.
• Carry out IT activities required to manage service level agreements.
• Assist others in planning and prioritizing work and schedule.
• Works closely with the ServiceNow Platform Team, CI Class owners, and ITSM peers.
• Participate in weekly backlog grooming and work track meetings and ensure ITOM, SM, and CMDB enhancements and stories are included in biweekly releases.
• Maintain and enhance engagement with various stakeholders.
• Establish a 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.
• As assigned, manage budget for area of responsibility.
• As assigned, manage working relationship with outsourcing partners.

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $100,000.00/Yr. – $137,500.00/Yr.
• Annual Bonus for eligible positions: 15%
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior