IT Service Management Analyst (On-Call Rotation… at Nelnet · Remote

Summary: Nelnet is a company that provides payment technology and education services to various organizations. The IT Service Management Analyst will serve as the primary Major Incident Manager during on-call rotations, leading responses to high-severity incidents and supporting Change and Problem Management processes to enhance operational stability. 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 Required Qualifications: - 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 Preferred Qualifications: - Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes preferred Required Skills: Major Incident Management, Operational Coordination, Analytical Thinking Important Skills: Technical Adaptability Nice-to-Have Skills: Customer Service, Team Coordination Benefits: 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, Robust wellness program