Analyst IT (ACE Territory)

About Us

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 who believe in being inclusive and creative, and value safety, innovation, integrity, and community service.

We are a Fortune 200 company with 20,000 colleagues serving more than 10.7 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).

Our employee experience is grounded in four tenets: purposeful careers, growth opportunities, community impact, and support to thrive. We elevate diverse voices, fresh perspectives, and bold thinking to drive excellence.

About the Role

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 processes to job activities. Works under direct supervision and follows standard procedures to accomplish assigned tasks.

This is an onsite role. Employees are required to be in the 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.

Position may require working extended hours, including 24x7 coverage during storms or other energy delivery emergencies (storm duty rotation), as well as on-call support on a rotational basis.

Responsibilities

• 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 service 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 report 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 the PHI/ACE Client Services team.

Requirements

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

Preferred Qualifications

• Bachelor's degree in Computer Science.
• Experience providing PC & MDT refresh imaging & deployment support.
• Client Services support, troubleshooting hardware & software issues, and supporting end users across a wide range of enterprise applications & collaboration tools.
• 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.
• Working knowledge of ServiceNow, ENP ticket data analysis, Incident request management process, workflow coordination, and operational support procedures.
• Experience navigating ServiceNow management platforms, managing ticket queues, and supporting cross-functional operational initiatives.
• Storm support & emergency preparedness experience, business continuity, and critical operational support functions during high-impact storm events.
• Experience coordinating technical readiness activities, supporting mobile or field operations, and assisting business teams during emergency response scenarios.
• Emerging AI-related skill sets, including familiarity with AI-enabled tools, automation concepts, process optimization, and leveraging technology solutions to improve operational efficiency and client experience.
• Strong communication, organizational, and problem-solving skills, along with the ability to work collaboratively across teams while supporting critical operational and project-based initiatives.

Benefits

• Annual salary range: $75,200.00 – $103,400.00 (based on skills, qualifications, experience, and other factors).
• Annual bonus for eligible positions: 7%.
• 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, 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.

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.