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 Incident Management Team manages service outage or service degrading events to enable timely restoration of service. After service has been restored you lead and drive a root-cause analysis of the event, identify the root cause and actions that can be taken, and follow-up to ensure those actions have been taken. Additionally you will be tracking these events, building reports, charts and graphs in Excel, building presentations in PowerPoint, and delivering those presentations to both IT and business audiences. Strong verbal and written communication skills are a requirement for this role. You will be expected to facilitate with people across multiple teams, engage and interact with leadership at a peer level. You need to be skilled in dealing with conflict and helping influence and drive people towards a goal or action. As a member of the Incident Management Team you will be part of an on-call schedule.- Develops or modifies IT Infrastructure to meet business objectives.
- Maintain and implement technical solutions, specifications, and documentation for various sized projects or daily support initiatives
. - Works with multiple customers, stakeholders, and system owners to produce requirements, determine feasibility, analyze cost/benefits requirements, and recommend design solution options
. - Provide training and technical support for users with varying levels of IT knowledge
. - Completes routine preventative measures and maintains/monitoring network security.
- Ensure regular customer focused communications (both during and post-event) are provided and appropriate (alerts, statements, briefings)
. - Serves as a liaison between other technical staff, management, users, and vendors regarding critical events, and driving to timely resolution.
- Translates technical detail into business relevant language
- Provide analysis of incident data and communication of that to technical groups and business stakeholders.
- Interface with all relevant teams to ensure accurate completion, review and approval of all event analysis documentation, in addition to maintaining/updating process documents and templates.
EDUCATION: - Bachelor's degree in Information or Computer Science and/or combination of education and experience.
EXPERIENCE: - Basic knowledge of IT environments including infrastructure and software development concepts.
- 5+ years working in a large scale IT environment as a technical resource in an infrastructure or application development team.
- ITIL Foundations Certification and Incident Management background preferred. - Ideal to have prior incident management or problem resolutions experience. COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES
: - Strong analytical skills and experience using tools like Excel for data analysis.
- Knowledge of Team Foundation Server, ChangeGear and/or similar incident management tools.
- Strong written and verbal communication skills for Management Level communications
. - Strong interpersonal skills, interacts well with technical and non-technical clients.
**Pay Range for this position is - $70,000 to $75,000
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.