Analyst IT (ACE Territory

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, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (Com Ed), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

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?

Performs activities relating to analysis, evaluation, building, programming, testing, correcting, implementing, operating or supporting existing and planned IT products and processes under the general direction of more experienced personnel. Expands and applies knowledge of customer process to job activities. Works under direct supervision and follows standard procedures to accomplish assigned tasks.

Note:
This is an onsite role. Employees are required to be in office at least 5 days per week (Mon-Fri).

You must be able to commute within our service areas in Mays Landing/Atlantic City, NJ to be considered. No relocation is available/offered.

* Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies (storm duty rotation) as well as On-Call Support on rotation basis.

• As directed, perform and document work activities related to analysis, evaluation, building, testing, or implementing planned IT software solutions and processes and/or enhance, maintain or support existing products/processes as per defined services level agreements. (65%)
• Acquire and apply business/IT knowledge. (15%)
• Organize own activities for short term or sub-project/components under the direction of experienced personnel and reports on status. (10%)
• Gain product experience and technical skills through assigned role and training. (5%)
• Ensure adherence to standards as outlined in the management model. Utilize best practices to improve products and services. (5%)

• Performs this service in support of PHI/ACE Client Services team.
• Works under direct supervision and follows standard procedures to accomplish assigned tasks.

• Bachelor's degree or in lieu of degree, 1-3 years of combination of education and relevant work experience.
• Typically 0-2 years experience in related experience in Client Support/Project support.
• Appropriate technical skills Service Now, MS 365.
• Ability to understand and communicate customer issues
• Ability to work independently
• Strong communication skills (written and verbal)

• Bachelor's degree in Computer Science preferred
• Experience providing PC & MDT refresh imaging & deployment support.
• Client Services support, troubleshooting hardware & software issues, and supporting end users across wide range of enterprise applications & collaboration tools.
• Candidates should demonstrate strong familiarity with Microsoft Outlook, Microsoft Teams, Microsoft Office Suite, and other external business applications, along with the ability to diagnose and resolve technical issues efficiently while maintaining a high level of customer service.
• Additional preferred experience includes working knowledge of Service Now, ENP ticket data analysis, Incident request management process, workflow coordination, and operational support procedures.
• Experience navigating Service Now management platforms, managing ticket queue, and supporting cross-functional operational initiatives is strongly desired.
• Additional Client Services qualifications include storm support & emergency preparedness experience, business continuity & critical operational support functions during high impact storm events are strongly preferred.
• Experience coordinating technical readiness activities, supporting mobile or field operations, and assisting business teams during emergency response scenarios is considered a valuable asset for this position.
• The role also values candidates with emerging AI-related skill sets, including familiarity with AI-enabled tools, automation concepts, process optimization, and leveraging technology solutions to improve…