Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The Service Management Analyst is responsible for Change management, Major Incident Management, Problem Management and Business Continuity Management. This position works with the IT and business teams across NBS.

JOB RESPONSIBILITIES:
1. Monitors the active change queue.
2. Assists in tabletop exercises.
3. Translates technical detail into business relevant language.
4. Verifies change communication sent out at appropriate times and to appropriate stakeholders.
5. Works with both business and technical representatives to resolve change conflicts.
6. Ensures regular customer-focused communications (alerts, statements, briefings) are provided and appropriate (both during and post-event).
7. Provides change, incident, problem and business continuity reporting to be analyzed by senior staff.
8. Creates and maintains process documents and templates.
9. Reviews and maintains all team documentation.
10. Provides regular updates on all open problems.

Salary for this role is: $70,000 DOE

EDUCATION:
1. Bachelor’s Degree in technology or related field or equivalent experience.

EXPERIENCE:
1. 1+ year of experience in IT, Support, Customer Service or Analytics.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1. Change management and problem solving skills.
2. Strong verbal and written communication skills.
3. Ability to quickly learn new technologies and business functions.
4. Business acumen in proposing feasible business solutions.
5. Highly motivated and self-directed.
6. Ability to comfortably work collaboratively as part of a team.
7. Strong bias toward action, delivery and experimentation.

**Participate in a rotating on-call schedule as the primary Major Incident Manager, providing 24/7 support for a full week to lead critical incident response and stakeholder communication**

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 or corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.