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IT Infrastructure Analyst - Change Management

Nelnet Highlands Ranch, CO

Job Description

  • IT Infrastructure Analyst - Change Management

    Job Locations US-CO-Highlands Ranch | US-NE-Lincoln | US-WI-Madison
    Posted Date 2 weeks ago(7/12/2018 11:38 AM)
    Job ID
    # of Openings
    Information Technology


Provides guidance, assistance, coordination and follow-up on requests, questions, problems and malfunctions of systems applications, hardware or software supporting internal and external customers.  Coordinate application migration process through non-Production and Production environments according to Change Control policies and procedures.  Monitor ticket queues to ensure changes and non-production environment service requests are properly prioritized and worked according to priority.  Provide guidance and answer questions regarding Change Control procedures, documentation requirements, and compliance.


This position requires work in support of the Company's contract with the United States Department of Education (œED).  As such, the United States Government requires that any applicant for this position must complete United States Government security clearance.  Effective June 1, 2018, ED has informed Nelnet that security clearance applications for foreign nationals are not being accepted or processed.  In light of this direction from ED, Nelnet will be unable to hire applicants without United States citizenship for such positions.


  1. Interprets, evaluates, resolves and tests client inquiries or issues regarding the functional operation of application hardware and software. 
  2. Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem.
  3. Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
  4. Alerts clients and team members in a timely manner when a major problem is suspected.
  5. Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction.
  6. Translate technical details into business relevant language.
  7. Assists in developing training materials and in the delivery of training relative to major project initiatives.
  8. Work with Project Managers, Development teams, and Operations personnel to coordinate IT implementations and ensure established timelines are met.
  9. Gather Change Management information to be used in audit reviews.



Associates degree in Information Science or related field and/or equivalent combination of education and experience.



Experience in email and user administration.  Experience in the development and implementation of standards, procedures and guidelines to support operational processes.



1.       Strong communication and interpersonal skills with technical and non-technical clients.

2.       Knowledge of batch processing and transmissions management.

3.       Working knowledge of data processing, hardware platforms, and enterprise software applications

4.       Knowledge of Information Technology diagnostic tools.

5.       Familiar with CM methodologies and best practices (ITIL)..

6.       Strong understanding of change management or build engineer experience.

7.       Knowledge of Help/Systems iSeries products, Softmenu, Team Foundation Server or similar change management tools and an understanding of job scheduling.

8.       Detail oriented, have strong time management and organizational skills, excellent oral and written communication and exceptional analytical and problem solving skills.

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

Nelnet is a drug free and tobacco free workplace.


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Job Details

Date Posted January 14, 2019
Date Closes February 13, 2019
Requisition 2018-6731
Located In Highlands ranch, CO
SOC Category 00-0000.00