IT Service Management Analyst – On-Call Rotation Required

Job not on LinkedIn

🔥 0 minutes ago

🌾 Nebraska – Remote

🌾 Nebraska – Remote

💵 $65k - $70k / year

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Nelnet

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1996

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Nelnet is a diversified services company that provides a wide range of solutions including government services, consumer services, technology services, and federal student loan services. The company specializes in customer-centric services, operational optimization, and support, offering digital accessibility, custom development, data analytics, artificial intelligence, and information security. Nelnet also offers business process outsourcing, contact center and back-office processing, loan servicing, and education services. Furthermore, Nelnet is involved in financial management, payment technology, and renewable energy through tax equity funding and solar installations. Nelnet is committed to enhancing education, government service provision, and energy innovation, promoting community engagement and philanthropic efforts through partnerships.

📋 Description

• Serve in a rotating 24/7 on-call schedule as the primary Major Incident Manager • Lead response during high-impact service disruptions • Lead major incident response calls and coordinate cross-functional teams to restore service quickly • Deliver executive-level communications and stakeholder updates during incidents and post-event reviews • Monitor and manage the change queue • Partner with business and technical teams to resolve change conflicts and reduce operational risk • Coordinate post-incident Root Cause Analysis reviews, lessons learned, and corrective action tracking • Support Problem Management by providing visibility into open issues and recurring trends • Assist with Business Continuity planning activities, including tabletop exercises • Develop and maintain ITSM process documentation, templates, and reporting • Identify and implement automation and AI-driven improvements for incident response, site reliability, governance, reporting, analysis, and operational efficiency

🎯 Requirements

• Bachelor’s degree in technology or related field or equivalent experience • 1+ year of experience in IT, Support, Customer Service, or Analytics • Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes preferred • Ability to lead and facilitate high-severity incident response efforts • Ability to manage multiple concurrent workstreams during active incidents • Exceptional verbal and written communication skills • Critical thinking and structured problem-solving skills • Ability to quickly learn new technologies and IT service management processes • Ability to leverage automation and AI tools • Must already be authorized to work in the United States without current or future visa sponsorship • Ability to serve in a rotating 24/7 on-call schedule, including nights, weekends, and holidays

🏖️ Benefits

• Medical, dental, and vision insurance • HSA and FSA • Generous earned time off • 401K/student loan repayment • Life insurance and AD&D insurance • Employee assistance program • Employee stock purchase program • Tuition reimbursement • Performance-based incentive pay • Short- and long-term disability • Robust wellness program • Hybrid work option for Lincoln, Nebraska candidates