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# IT Service Management Analyst (On-Call Rotation Required)

- **Company:** Nelnet
- **Location:** Lincoln, NE, United States (Remote available)
- **Salary:** $65,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Data Analysis, Reliability Engineering
- **Published:** August 20, 2026
- **Apply:** https://nelnet.wd1.myworkdayjobs.com/MyNelnet/job/Remote/IT-Service-Management-Analyst--On-Call-Rotation-Required-_R23013

## About the Role

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.

## Description

* 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.


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