IT Service Management Analyst

Job Description

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, 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.
As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
The Service Management Analyst is responsible for Change management, Major Incident Management, Problem Management and Business Continuity Management. This position works with the IT and business teams across NBS.
JOB RESPONSIBILITIES:
Major Incident Management:

Monitor and respond to critical events.
Serve as the liaison between technical staff, management, and vendors to drive timely resolution.
Provide clear and regular customer-focused communication during and after major incidents.

Major Problem Management:

Interface with relevant teams to ensure accurate completion and review of problem analysis documentation.
Maintain and update process documents, templates, and team documentation.
Provide updates and reporting on all open problems.

Change Management:

Monitor the active change queue and resolve conflicts with business and technical representatives.
Ensure change communications are delivered to appropriate stakeholders at the right times.

Business Continuity Management:

Assist in the coordination and execution of team exercises to test and improve operational resilience.
Maintain accurate documentation related to continuity processes.

Provide detailed Change, Incident, and Problem reporting for senior staff analysis.
Translate complex technical details into language understandable by business stakeholders.
EDUCATION: 
Bachelor’s Degree in technology or related field or equivalent experience.
EXPERIENCE: 
1+ year of experience in IT, Support, Customer Service or Analytics.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

Change management and problem solving skills.
Strong verbal and written communication skills.
Ability to quickly learn new technologies and business functions.
Business acumen in proposing feasible business solutions.
Highly motivated and self-directed.
Ability to comfortably work collaboratively as part of a team.
Strong bias toward action, delivery and experimentation

Compensation is $70,000 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.
Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.