Major Incident Leader - ITSM (Remote)

Nelnet; Aurora (CO); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

Time off

Job summary

Nelnet is seeking an ITSM Analyst to serve as the primary Major Incident Manager during on-call rotations, leading real-time response to high-severity incidents and contributing to site reliability.

Role supports Change/Problem Management, governance improvements, and automation initiatives to enhance operational resilience. This hybrid role offers in-office and remote work options within the United States.

Qualifications

• Bachelor's degree or equivalent experience in technology or related field.
• 1 year of IT, Support, Customer Service or Analytics experience.
• Experience facilitating meetings and coordinating cross-functional teams preferred.

Responsibilities

• Lead rotating 24/7 on-call incidents as primary Major Incident Manager.
• Coordinate cross-functional teams to restore service quickly.
• Provide executive-level communications during incidents and post-event reviews.
• Manage change queue to ensure proper review, scheduling and communication.
• Coordinate post-incident RCAs, lessons learned and corrective actions.
• Support Problem Management by providing visibility into open issues and trends.
• Assist with Business Continuity planning and tabletop exercises.
• Develop ITSM process documentation and reporting.
• Identify automation/AI improvements to enhance incident response and site reliability.

Skills

Major Incident Leadership

Operational Coordination

Communication &Stakeholder Engagement

Analytical Thinking

Technical Adaptability

Education

Bachelor's degree in technology or related field

Job description

Nelnet is seeking an ITSM Analyst to serve as the primary Major Incident Manager during on-call rotations, leading real-time response to high-severity incidents and contributing to site reliability.

Role supports Change/Problem Management, governance improvements, and automation initiatives to enhance operational resilience. This hybrid role offers in-office and remote work options within the United States.