Sr. Services Analyst - IT (ServiceNow)

Exelon • Washington, DC

2d • Hybrid

About The Position

The Sr. Services Analyst - IT performs or manages activities involving the planning, design, build, and maintenance of IT services, projects, portfolios, products, and processes related to IT Asset Management in ServiceNow. The role works under minimal supervision, may create and assign detailed tasks to subordinates, and has budget responsibility for a small project, sub-project, or process component.

This position supports and maintains ServiceNow Discovery, Service Mapping, and the Configuration Management Database (CMDB). It performs technical configuration and scripting for ServiceNow ITOM, including Discovery patterns, schedules, probes, sensors, and MID Server troubleshooting. The analyst helps govern IT configuration management, maintains CMDB integrity, works with platform teams and stakeholders, and supports the delivery of enhancements through biweekly releases.

This is a hybrid position requiring employees to work in the office at least three days per week: Tuesday, Wednesday, and Thursday. Relocation is not available; candidates must currently reside within Exelon's service territories in Illinois, Pennsylvania, New Jersey, Delaware, Maryland, or Washington, DC.

Requirements

• Bachelor's degree in Computer Science or a related discipline and typically 4 to 7 years of experience in Information Technology; alternatively, 6 to 9 years of relevant work experience in lieu of a degree.
• 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 analytical ability.
• Excellent written and verbal communication skills.
• Ability to work with remote project teams.
• Must currently reside within Exelon's service territories: Illinois, Pennsylvania, New Jersey, Delaware, Maryland, or Washington, DC.

Nice To Haves

• Training or related certification in ServiceNow scripting.
• ITIL SACM training or certification.
• ServiceNow System Administration training or certification.
• ServiceNow Advanced System Administration training or certification.
• Certified Implementation Specialist - Discovery (CIS-DISCO) certification.
• Certified System Administrator (CSA) certification.
• Certified Implementation Specialist - Service Mapping (CIS-SM) certification.
• 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.
• Configure and script ServiceNow ITOM, Discovery patterns, schedules, probes, and sensors, and troubleshoot MID Servers.
• Ensure effective CI reconciliation and prevent duplication using identifiers and data policies such as the Identification Reconciliation Engine (IRE).
• Build, attest, refine, and troubleshoot Service Maps to ensure accurate representation.
• Conduct regular health checks and operational reviews of Service Maps and Discovery error trackers to find incomplete mappings, broken dependencies, discrepancies, and issues requiring remediation.
• Help maintain governance, policies, and direction for ServiceNow IT Configuration Management, Discovery, and Service Mapping.
• Maintain the integrity of the ServiceNow CMDB.
• Identify improvement opportunities with internal data consumers whose processes interact with ServiceNow.
• Perform, manage, and document work relating to IT service portfolios or products in support of business partners.
• Carry out IT activities required to manage service-level agreements and assist others with planning, prioritizing, and scheduling work.
• Work closely with the ServiceNow Platform Team, CI Class owners, and ITSM peers.
• Participate in weekly backlog grooming and work-track meetings and ensure ITOM, Service Mapping, and CMDB enhancements and stories are included in biweekly releases.
• Maintain and enhance engagement with stakeholders.
• Support a positive team environment by assisting and training less experienced personnel and providing performance and development feedback as required.
• Maintain technical knowledge and business acumen within the relevant discipline or function.
• Manage the budget for the area of responsibility when assigned.
• Manage working relationships with outsourcing partners when assigned.

Benefits

• Competitive compensation and incentives.
• Annual bonus of 15% for eligible positions.
• 401(k) match and annual company contribution.
• Medical, dental, and vision insurance.
• Life and disability insurance.
• Paid time off options, including vacation, sick time, floating and fixed holidays.
• Maternity leave and bonding/primary caregiver or parental leave.
• Employee Assistance Program and mental and emotional support resources.
• Wellbeing programs, including tuition reimbursement, adoption and surrogacy assistance, and fitness reimbursement.
• Referral bonus program.

What This Job Offers

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