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Senior IT Business Systems Analyst- ServiceNow

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Date: May 24, 2023

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID:  73319 

Florida Power & Light Company is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry?  Join our world-class team today! 


Position Specific Description

The IT Service Management Center of Excellence seeks an IT Business Systems Analyst to support NextEra's ServiceNow Performance Assurance.  This position will be responsible for meeting with stakeholders to gather requirements and develop actionable metrics to assist them in measuring improvements or controlling processes that impact their operations. The individual in this position will participates in the design, development, and building of enhancements to support processes related to IT Service Management and IT Operations Management type activities. These infrastructure Operations & Support organizations are responsible for delivering best in class products and services to our business customers. 


Role Expectations

  • Engage with product owners, stakeholders and service providers to support organizational key results
  • Document key performance indicators, service level agreements (SLA), and system metrics
  • Develop key performance indicators and reports related to critical SLA’s that may impact service agreements
  • Configure dashboards that help illustrate and help reinforce the vision and goal outlined during KPI composition that drive action
  • Support possible issues with indicators and reports 
  • Proactively monitor KPI’s and identify areas of opportunity and contribute to continuous service improvement initiatives
  • Maintain platform data integrity and table growth 
  • Support ServiceNow initiatives that may require leveraging external data to report on process health
  • Respond to issues and follow through on defect resolution
  • Assist with data import and export requests as submitted by customers.
  • Participate in daily stand-ups and PI Planning sessions
  • Deliver messaging to the internal Business Intelligence community of practice to establish ServiceNow as a performance analytics platform for operational support activities
  • Other job-related duties as assigned


Expected KPI's

a.    Improvement in ServiceNow performance metrics post-implementation of proposed enhancements.
b.    Number of process improvements initiated and successfully implemented.
c.    Reduction in system-related errors or incidents after system enhancements.
d.    Positive feedback and high satisfaction scores from non-technical teams for requirement gathering and solution delivery.
e.    Timely completion of projects and tasks.
f.    Contribution to team member growth and skill development.


  • Demonstrate knowledge in ITIL IT Service Management and IT Operations Management frameworks. This include knowledge around CMDB and CSDM concepts
  • 2-3 years of ServiceNow Performance Analytics experience including development and administration 
  • Hands on experience with troubleshooting and debugging ServiceNow indicators, indicator sources, breakdowns, breakdown sources, scheduled jobs, and scripts related to indicators and metric definitions 
  • Experience with scripting languages (JavaScript, PowerShell, etc) in the case custom indicator measurements are required
  • Knowledge of most ServiceNow modules related to ITSM and ITOM to be able to report on KPI
  • Familiarity with Jira, Confluence and GitHub.
  • Effective communication and interpersonal skills.
  • Strong analytical, critical thinking and problem-solving skills.

Preferred Qualifications

  • Certified Application Specialist for Performance Analytics in ServiceNow

Job Overview

This job analyzes business processes and practices and identifies technology opportunities. Employees in this job design and implement information technology solutions to meet customer needs and business goals and strategies.

Job Duties & Responsibilities

  • Demonstrates a strong familiarity with business processes that are in their area of business focus
  • Establishes and manages effective customer relationships with users of business, financial and operations systems, as well as technical team members
  • Applies advanced analytical skills within functional area to decompose work into manageable value-based units
  • Responds to requests, identifies conflicts, and makes recommendations where needed
  • Devises or modifies procedures to solve complex problems
  • Uses knowledge of business processes to identify interdependencies and functional gaps
  • Builds strong working understanding of the technical solution being delivered and analyzes and determines failure points in the solution
  • Contributes to the application testing process (directly or to support end users)
  • Creates and updates documentation, as appropriate, for selected project framework
  • Maintains a familiarity with market trends in technology
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor’s or Equivalent Experience
  • Experience: 4+ years

Preferred Qualifications

  • None


Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Information Technology
Organization:  Florida Power & Light Company 
Relocation Provided:  No


Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.


NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.


NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.


NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami