Major Incident Leader & ITSM Specialist — Remote

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Earned time off

401K with student loan repayment

Life insurance

AD&D insurance

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Incentive pay

Short-term disability

Long-term disability

Wellness program

Job summary

Nelnet is seeking an ITSM Analyst to serve as the primary Major Incident Manager during on-call rotations, coordinating incident response and cross-functional teams to restore service and maintain site reliability.

You will monitor change activity, communicate with executives, and support ongoing Problem and Change Management while contributing to process improvements and automation initiatives.

Qualifications

• Bachelor’s degree in technology or related field or equivalent experience.
• 1 year of experience in IT, Support, Customer Service or Analytics.

Responsibilities

• Serve in a rotating 24/7 on-call schedule as the primary Major Incident Manager, leading response during high-impact disruptions.
• Lead major incident response calls and coordinate cross-functional teams to restore service quickly.
• Deliver executive-level communications and stakeholder updates during active incidents and post-event reviews.
• Monitor and manage the change queue to ensure changes are reviewed, scheduled, and communicated.
• Coordinate post-incident 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 and site reliability.

Skills

Major Incident Leadership

Operational Coordination

Communication

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, coordinating incident response and cross-functional teams to restore service and maintain site reliability.

You will monitor change activity, communicate with executives, and support ongoing Problem and Change Management while contributing to process improvements and automation initiatives.