IT Service Management Analyst – On-Call Rotation Required

This is a fully remote position, open to applicants in Nebraska.

📋 Description

• Function as the primary Major Incident Manager in a rotating 24/7 on-call schedule.

• Spearhead responses during significant service disruptions.

• Conduct major incident response calls and coordinate cross-functional teams for swift service restoration.

• Provide executive-level communications and updates to stakeholders during incidents and after-action reviews.

• Oversee and manage the change queue effectively.

• Collaborate with business and technical teams to resolve change conflicts and minimize operational risks.

• Facilitate post-incident Root Cause Analysis reviews, capture lessons learned, and track corrective actions.

• Assist Problem Management by offering insights into ongoing issues and recurring patterns.

• Contribute to Business Continuity planning activities, including conducting tabletop exercises.

• Create and maintain ITSM process documentation, templates, and reporting structures.

• Identify and implement enhancements driven by automation and AI for incident response, site reliability, governance, reporting, analysis, and operational efficiency.

⛳️ Requirements

• Bachelor’s degree in technology or a related field, or equivalent experience.

• Minimum of 1 year of experience in IT, Support, Customer Service, or Analytics.

• Preferred experience in facilitating meetings, coordinating cross-functional teams, or supporting operational processes.

• Capacity to lead and facilitate responses to high-severity incidents.

• Skill in managing multiple concurrent workstreams during active incidents.

• Outstanding verbal and written communication abilities.

• Strong critical thinking and structured problem-solving skills.

• Quick learner of new technologies and IT service management processes.

• Proficiency in leveraging automation and AI tools.

• Must be authorized to work in the United States without current or future visa sponsorship.

• Ability to participate in a rotating 24/7 on-call schedule, including nights, weekends, and holidays.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Generous paid time off.

• 401K plan with student loan repayment option.

• Life insurance and Accidental Death & Dismemberment (AD&D) insurance.

• Employee assistance program available.

• Employee stock purchase plan.

• Tuition reimbursement opportunities.

• Performance-based incentive compensation.

• Short- and long-term disability coverage.

• Comprehensive wellness program.

• Hybrid work option available for candidates in Lincoln, Nebraska.