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IT Systems Analyst - Call Center

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Location: Merrillville, IN, United States
Date Posted:
Req ID: R00934296-OTHLOC-275

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IT Systems Analyst - Call Center

Full Time Perm

Shift: Hybrid - 2 days on-site 3 days remote

Location: Columbus, OH or Merrillville, IN

The IT Customer organization is accountable for Customer facing systems, including Billing, Customer engagement Channels, Energy Supply trading, Call Centers, CRM, Sales, and Marketing.  This organization also supports all regulatory and compliance projects, new products and services programs, and the Advance Metering Infrastructure program.

The IT Systems Analyst, reporting to Manager of IT Applications, will participate in the solution of designs including gathering requirements, writing technical specifications, configuration and performing testing for application support in their assigned department.  This will require strong coordination and communication with business partners and IT service providers to ensure IT adheres to the agreed to Operating Level Agreements (OLAs) and defined Service Level Agreements (SLAs).  This role is responsible to drive the performance of our IT Service Providers and provide enhanced guidance for technical problem support and issue management and will be responsible to ensure proper systems documentation is reviewed, approved, and maintained in the repository of record by service providers. 

Your responsibilities may include, but are not limited to:

  • Partners with business and IT service providers to ensure timely resolution of systems issues, or escalate as appropriate

  • Participates in solution of designs for small to medium size capabilities, upgrades, and disaster recovery exercises, etc.

  • Develops and maintains relationships with key end users

  • Identifies LEAN opportunities and drive measurable continuous improvement (this is particularly important as we identify opportunities to shift-left, automate, reduce non-IT work across our teams, and create a focus on ITIL best practices)

  • Supports Service Provider and internal team achievement of Service Level Agreements

  • High/improving customer satisfaction scores (business partners and end users)

  • Ensures systems documentation is kept up to date, including APM

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

  • Bachelor’s Degree or equivalent experience

  • 3+ years of experience in IT systems level support such as service ownership (ITIL methodologies) or similar job duties

  • 3+ years of experience in the application technology domain such as hosting, information management, networking, SAAS solutions (Salesforce, SAP, etc.)

Preferred Qualifications

  • Agile certifications

  • CAPM certification

  • Experience working with distributed teams

  • ITIL certification


This description is not designed to be a complete list of all duties and responsibilities required of the position

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Inclusion & Diversity 
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities. 

Safety Statement
Promote a safe work environment by actively participating in all aspects of our employee safety program.  Report any unsafe conditions and take actions to prevent personal injuries.  Support our interdependent safety culture by ensuring the safety of your co-workers.  Stay focused on the task at hand and promote productivity through good work habits.

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Please note that the job posting will close on the day before the posting end date.

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