IT Service Management Analyst (On-Call Rotation Required)

Nelnet•Remote - Nebraska, NE

6d•$65,000 - $70,000•Hybrid

About The Position

The IT Service Management (ITSM) Analyst serves as the primary Major Incident Manager during assigned on-call rotations, leading real-time response to high-severity incidents and contributing to operational stability and site reliability across Nelnet Business Services. This role also supports Change and Problem Management processes to strengthen governance, reduce operational risk, and improve service resilience. This position offers the opportunity to thrive in high-visibility situations while effectively managing multiple priorities and clearly communicating during fast-moving, high-pressure incidents. This role will also support our consistent improvement mindset towards systems, processes, and outcomes. Lincoln Nebraska Candidates: This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence. Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Requirements

Bachelor’s degree in technology or related field or equivalent experience.
1+ year of experience in IT, Support, Customer Service or Analytics.
Major Incident Leadership & Execution – Ability to lead and facilitate high-severity incident response efforts, maintaining alignment, accountability, and forward momentum under pressure while driving timely resolution.
Operational Coordination & Prioritization – Strong ability to manage multiple concurrent workstreams during active incidents, including coordination, documentation, and executive communications, while effectively prioritizing in a fast-paced, high visibility environment.
Communication & Stakeholder Engagement – Exceptional verbal and written communication skills, with the ability to translate complex technical issues into clear, actionable, and business relevant updates for diverse audiences.
Analytical Thinking & Continuous Improvement – Demonstrated critical thinking and structured problem-solving skills during time sensitive disruptions, paired with an ownership mindset focused on continuous improvement and operational excellence.
Technical Adaptability & Modern Tool Utilization – Ability to quickly learn new technologies and IT service management processes and effectively leverage automation and AI tools to enhance decision making, reporting, and operational workflows.

Nice To Haves

Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes preferred.

Responsibilities

Serve in a rotating 24/7 on-call schedule as the primary Major Incident Manager (full-week rotations including nights, weekends, and holidays), leading response during high-impact service disruptions.
Lead major incident response calls and coordinate cross-functional teams to restore service quickly.
Deliver concurrent executive-level communications and stakeholder updates during active incidents and post-event reviews.
Monitor and manage the change queue to ensure changes are properly reviewed, scheduled, and communicated.
Partner with business and technical teams to resolve change conflicts and reduce operational risk.
Coordinate post-incident Root Cause Analysis (RCA) 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 to enhance incident response, site reliability, governance, reporting, analysis, and overall operational efficiency and maturity.