Sr. Services Analyst - IT (ServiceNow) - Baltimore, MD

MSCCN; Baltimore (MD); Hybrid; USD 100,000 - 138,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Health insurance

Disability insurance

Paid time off

Tuition reimbursement

Referral bonus

Wellbeing programs

Job summary

Exelon is seeking a ServiceNow ITOM/Discovery specialist to design and maintain CMDB-related services. You will configure discovery patterns, service maps and data policies, leading a small team and coordinating with platform peers.

The role requires hybrid in-office work three days a week (Tue–Thu) and residence within service territories. Strong Excel data analysis and ITSM collaboration are essential.

Qualifications

• Bachelor's degree in Computer Science or related field, or 6–9 years of relevant work experience in lieu of a degree.
• Strong data analysis skills using Microsoft Excel.
• Experience leading small IT projects or sub-teams and basic IT project management knowledge.
• Strong problem solving and analytical abilities.
• Excellent written and verbal communication skills and ability to work with remote teams.

Responsibilities

• Support, enhance and maintain ServiceNow ITOM, Discovery, and Service Mapping to accurately populate CMDB data.
• Configure and script for ServiceNow ITOM components, discovery patterns, schedules, probes and sensors; mid-server troubleshooting.
• Lead build-out and troubleshooting of Service Maps; ensure accurate representation and data integrity.
• Perform Health Checks and operational reviews of maps and discovery to identify incomplete mappings or issues needing remediation.

Skills

Problem solving

Communication

Team leadership

Data analysis

Excel proficiency

Remote collaboration

Education

Bachelor's degree in Computer Science or related

Tools

ServiceNow

ITOM

Discovery

Service Mapping

CIS-DISCO

CIS-SM

CSA

Job description

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Job Description

Who We Are

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

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).

Primary Duties

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

Job Scope

• 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

Additional Qualifications/Responsibilities

Minimum Qualifications

• 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

Preferred Qualifications

• 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

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