Sr. Services Analyst - IT (ServiceNow)

Exelon•Washington, DC

2d•$100,000 - $137,500•Hybrid

About The Position

Performs and/or manages activities relating to planning, designing, building, and maintaining IT services, projects, portfolios, products and processes related to IT Asset Management in ServiceNow. 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. 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). No relocation is available and must currently reside within our service territories (IL, PA, NJ, DE, MD or Washington DC).

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

The following training and/or related certifications are desirable:
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, 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 that require remediation
Helps maintains 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 our business partners
Carry out IT activities required to manage service level agreements. Assist others in planning and prioritizing work and schedule.
Works closely with 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 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
And much more
Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.