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Lead IT Analyst - Service Desk

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Location: Columbus, OH, United States
Date Posted:
Req ID: R00934906

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Lead IT Analyst - Service Desk

Full Time Perm

Shift: Hybrid – 2 days onsite 3 days remote

Salary Range: $107,000 - $160,500

Location: Columbus, OH or Merrillville, IN

The Lead IT Analyst - Service Desk will be a part of the IT End User Services tower working directly with the Service Desk and End User team. You will work under the direction of the IT Infrastructure Manager to perform routine assignments.

As the Lead IT Analyst - Service Desk you will help manage the provision of outsourced Service Desk (Infrastructure Services), including hardware and software asset management services for all NiSource business units.  This role works closely with the Director of IT Operations and IT Operations Managers to ensure that Infrastructure Services are provided within the scope of the Service contract as reflected by service levels, the statement of work and pertinent schedules and exhibits.  This role also works closely with their Service Provider Delivery Managers to track and monitor the overall progress of IT Operations processes and small-to-medium sized Infrastructure Services projects and work directly with customers, IT Service Delivery, IT Support Services, and service providers to ensure issues are communicated and resolved in a timely fashion.

Your responsibilities may include, but are not limited to:

  • Prepare for and help facilitate regular performance review meetings with the Service Provider and prepare performance and status information for NiSource IT and business leaders, as requested

  • Gather service desk data on spending patterns for analysis and reporting

  • Gather data on day-to-day operational execution of services and equipment delivery for analysis and reporting and facilitate audits of processes related to the Service Desk

  • Assist in ensuring the Service Providers are adhering to NiSource’s defined standards and confirm that Infrastructure Services supporting documentation is available and kept up-to-date

  • Analyze IT Survey results, provide recommendations to respective teams and ensure actions are taken to remediate gaps for IT

  • Remediate issues and participate in continuous improvement activities for Service Desk and End User Service teams

  • Work closely with IT towers to create and maintain knowledge management for the Service Desk

  • Ability to provide training to end users as needed

Minimum Qualifications

  • Bachelor’s Degree or equivalent work experience

  • 5+ years of experience in service desk operations

  • 5+ years of experience using a ITSM tool such as ServiceNow or Remedy/BMC

  • 2+ years of experience working with service providers and delegating operational activities to them

  • 2+ years of experience in contact center management tools such as Genesys or other systems

  • 2+ years of coaching and training team members

  • Willing to travel to NiSource business unit or Service Provider locations, as needed ~ up to 25% travel

Preferred Qualifications

  • ServiceNow experience

  • Power BI experience

  • Knowledge of ITIL processes and metrics

  • ITIL certification

  • General working knowledge of the gas and electric utility industry

  • Understands Project Management Fundamentals (PMP certification is a plus)


The preceding 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.

Salary Range:

$107,000.00 - $160,500.00

Posting Start Date:


Posting End Date (if applicable):

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

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