Application Support Analyst

Nelnet, Inc.; Mississauga; Hybrid; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Medical & dental coverage

Vision coverage

HSA & FSA

401K & student loan repayment

Life insurance & AD&D

Employee assistance program

Tuition reimbursement

Job summary

Nelnet, Inc. in Mississauga, Canada, is seeking an Application Support Analyst to provide end-to-end production support for .NET, C# based Web/Desktop applications.

The role emphasizes application stability, incident resolution, and service improvement in collaboration with business and IT stakeholders. Offering a compensation range of CAD 75,438 to CAD 95,000 with a hybrid work arrangement and a Canadian reliability clearance requirement, the role combines technical troubleshooting with ITIL

Qualifications

• 3+ years in Application/Production Support or similar technical role.
• Hands-on ITIL Service Operations experience (Incident/Problem/Change).
• Experience with ServiceNow and/or JIRA.
• 2+ years supporting .NET/C# apps and debugging code-level issues.
• Proficient SQL with SSMS; SSIS experience is a strong asset.
• Experience with Control-M scheduling.
• PowerShell scripting experience.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and in a team in a high-pressure environment.
• Must meet Canadian residency requirements and pass reliability screening.

Responsibilities

• Provide production support during business hours with rotational after-hours on-call.
• Investigate, diagnose, and resolve incidents with business users and IT teams.
• Manage incidents, service requests, problems, and changes per ITIL.
• Validate data using SQL queries and SSMS to ensure data integrity.
• Troubleshoot Control-M failures including SSIS and file transfers.
• Analyze logs and metrics to identify issues in prod and non-prod.
• Create and maintain knowledge base articles and runbooks.
• Support deployments and changes through change management activities.
• Contribute to process improvements and automation initiatives.
• Perform other duties and projects as assigned.

Skills

ITIL Service Operations

ServiceNow

JIRA

C# .NET

SQL

SSIS

Control-M

PowerShell

REST APIs

SOAP APIs

IIS

Log analysis

Incident management

Tools

SSMS

SSIS

Control-M

GitHub Copilot

Job description

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities. The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

The Application Support Analyst is responsible for providing end-to-end production support for .NET, C# based Web/Desktop applications at Nelnet Canada. This role focuses on ensuring application stability, timely incident resolution, and continuous service improvement through strong technical troubleshooting, operational excellence, and collaboration with business and IT stakeholders.

Compensation Range for this Role: $75,438 - $95,000 CAD (based on experience) This role has a hybrid work requirement of 2 days minimum in office per week. Additionally, this position requires the successful completion of a Government of Canada Reliability Clearance (PERC) as a condition of employment. Candidates must be eligible to obtain and maintain the required clearance throughout their employment.

Job Responsibilities:

• Provide production application support during business hours, with participation in a rotational after-hours on-call schedule(evenings and weekends) to resolve critical and time-sensitive issues.
• Investigate, diagnose, and resolve application incidents and operational requests, working closely with business users, vendors, and internal IT teams to ensure timely resolution.
• Manage and resolve incidents, service requests, problems, and changes in accordance with ITIL Service Management practices.
• Perform data validation and analysis using SQL queries, SSMS, and related tools to ensure data accuracy and system integrity.
• Troubleshoot and resolve failures in scheduled Control-M jobs, including SSIS packages, file transfers, batch processes, and web service integrations.
• Analyze application logs and system metrics to proactively identify issues in both production and non-production environments.
• Create, maintain, and continuously improve knowledge base articles, runbooks, scripted resolution playbooks, and operational documentation.
• Support application deployments and changes by participating in change management activities, risk assessments, and post change validation.
• Contribute to process improvements, automation initiatives, and operational efficiency enhancements.
• Perform additional duties and support-related projects as assigned

Required Experience & Qualifications

• 3+ years of experience in an Application Support, Production Support, or similar technical support role.
• Strong hands-on experience with ITIL Service Operations, including Incident, Problem, and Change Management.
• Proven experience using service management tools such as ServiceNow (preferred) and/or JIRA.
• Minimum 2 years of experience supporting and debugging .NET and C# applications, with the ability to analyze code-level issues.
• Solid experience troubleshooting production and non-production environments through log analysis and root cause investigation.
• Proficiency in writing and executing SQL queries using SQL Server Management Studio; experience with SSIS is a strong asset.
• Experience supporting and monitoring batch and scheduling tools such as Control-M.
• Familiarity with scripting and automation using PowerShell.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively while managing multiple priorities in a high-pressure environment.
• Must meet Canadian residency requirements (minimum 5 consecutive years) and successfully pass a reliability screening
• Nice to Have Exposure to GitHub Copilot or other AI/automation tools to accelerate troubleshooting and analysis.
• Experience supporting REST and SOAP-based services.
• Knowledge of IIS configuration, performance tuning, and troubleshooting

This position is for an existing vacancy within our organization.

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.

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 Talent Acquisition at 402-486-5725 or [e-mail].

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.

EEO Info | EEO Letter | EPPA Info | FMLA Info