IT Service Management Analyst (On-Call Rotation Required)

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., * 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.

Bachelor’s degree in technology or related field or equivalent experience.

EXPERIENCE:

• 1+ year of experience in IT, Support, Customer Service or Analytics.
• Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes preferred.

COMPETENCIES/SKILLS:

• 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.

Pay range for this role is $65,000-$70,000 annually depending on experience.

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc (https://nelnet.com/careers/benefits-perks/)

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive., Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring

You may know Nelnet as the nation’s largest student loan servicer - but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.