Technical Analyst IT - Problem Management
Description At Exelon, we've got a place for you! Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce. Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits. Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon! PRIMARY PURPOSE OF POSITION Provide deep technical expertise to identify and investigate the underlying causes of Major priority and recurring IT Incidents, and correct problems via corrective actions or workarounds, with the goal of preventing recurrence of the incident and/or minimizing the adverse impact of incidents that are not preventable. PRIMARY DUTIES AND ACCOUNTABILITIES Assist IT Architecture, Engineering and Operations community in identifying the underlying causes of incidents impacting the Corporate Computing environment by utilizing Exelon's standard processes as outlined in the Management Model. 35% Provide technical expertise and/or engineering support for maintaining performance and reliability of key IT solutions. 15% Build and maintain knowledge of known issues to aid in reducing impact of production incidents. 15% Identify and provide Business and IT data on Incident trends and issues. Participate in IT architecture review and standards setting. Assist in the development of white papers, conducting presentations as needed to explain why corrective actions are recommended by IT. 15% Maintain and enhance engagement with business and IT partners. 10% Maintain technical knowledge and business acumen within own discipline or function. 5% Provide performance evaluations, career development feedback, and recognition as required. 5% Qualifications POSITION SPECIFICATIONS Minimum: * Bachelor's degree in Computer Science or related discipline and typically 5 to 8 years experience in at least one of the following areas: network administration, Windows/UNIX server administration, desktop support, or equivalent combination of education and work experience. * Broad technical expertise with deep technical knowledge in at least one area Understanding of core networking concepts Understanding of OSI network model as a basis for troubleshooting. Ability to perform incident resolution, post-issue analysis, and documentation of lessons learned. * Excellent communications skills. Able to effectively communicate highly technical information in non-technical terminology (written and verbal). * Understanding of change management principles associated with implementation of corrective actions. * Demonstrated leadership ability * Understanding of problem management principles Preferred: * Technical certification in Technical Area of Specialty * ITIL Foundation v3 certification POSITION SCOPE * Maintains deep knowledge of technology and its application across Exelon * Promotes knowledge via meetings, presentations and publications within IT and Exelon * Participates in technological innovation to drive continual improvement and solve complex IT problems * Works under minimal supervision Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.