Sr. Services Analyst - IT (Major Incident Support)

Exelon • Oakbrook Terrace, IL

124d • $98,400 - $135,300 • Remote

About The Position

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 who believe in being inclusive and creative, and value safety, innovation, integrity and community service. This position performs and/or manages activities relating to planning, designing, building, and maintaining IT services, projects, portfolios, products and processes. The role includes performing Major Incident Management response activities during business hours and on a rotating 24x7 on-call schedule once every six weeks. This entails coordinating bridge calls, communications to stakeholders and leadership, and leading troubleshooting resolution efforts for Major IT Incidents. Note: This is a hybrid position (in-office with remote flexibility). Employees are required to be in office at least three days per week (Tuesday, Wednesday, and Thursday).

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.

Nice To Haves

• Proficiency in ServiceNow, including creating and managing reports, dashboards, and performance analytics.
• Experience building interactive dashboards and visualizations using Power BI Desktop and Power BI Service.
• Familiarity with integrating ServiceNow data into Power BI using REST APIs, ODBC connectors, or data export/import methods.
• Ability to write and optimize SQL queries for data extraction and transformation.
• Basic understanding of JavaScript or Glide scripting within ServiceNow.
• Capable of designing and maintaining operational and executive-level reports for ITSM and ITOM.
• Ensures accuracy, consistency, and reliability of data used in reports and dashboards.
• Ability to track and analyze KPIs, SLAs, and other IT service management metrics.
• Strong communication skills to gather requirements and translate them into reporting solutions.
• Proactive in identifying reporting gaps and proposing improvements.
• Experience working with cross-functional teams including IT, business analysts, and data engineers.

Responsibilities

• 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 long range portfolio planning and prioritizing work and work schedule within the confines of current year financial commitments.
• 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.

Benefits

• Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $98,400.00/Yr. - $135,300.00/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: Mid Level
• Industry: Utilities
• Education Level: Bachelor's degree