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Role Snapshot
IT Service Management Analyst serving as the primary Major Incident Manager during 24/7 on-call rotations, leading real-time response to high-severity incidents at Nelnet Business Services. This role manages major incident response, change and problem management processes to strengthen operational stability and service resilience.
Job Description
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.
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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: LINK.
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.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 orcorporaterecruiting@nelnet.net.
Nelnet is a Drug Free and Tobacco Free Workplace.