Senior IT Analyst - Incident, Problem and Major Incident process owner

Description

Job Summary
The Senior IT Analyst is responsible for identifying, defining and documenting business requirements and functional specifications for various IT projects and initiatives by collaborating with service providers, business partners, and stakeholders to ensure alignment of expectations, deliverables, and timelines.

Essential Functions

• Own the Incident, Major Incident and Problem processes.
• Ensures that each process is operating as designed and bringing the intended value to the organization.
• Monitor and manage the lifecycle of IT incidents to ensure timely resolution and minimal customer impact.
• Oversee critical incident response activities involving major service outages or significant business impact.
• Communicates timely and effectively with technical and non-technical audiences, using various methods such as presentations, reports, diagrams, and user stories.
• Facilitate/oversee Problem Review and Root Cause Analysis(RCA) meetings; drive cross-functional collaboration to eliminate recurring incidents.
• Develop and maintain problem records and known error databases to support efficient incident resolution.
• Applies problem-solving skills and analytical thinking to troubleshoot issues, resolves conflicts, and proposes solutions.
• Champion continual improvement through lessons learned and service improvement initiatives.
• Measures and monitors the performance, quality, and value of the IT services and solutions, using metrics and key performance indicators (KPIs).
• Assesses the business impact of IT risks and issues and escalates them as needed to ensure timely resolution and minimal disruption.
• Demonstrates strong business & budgeting skills, and financial acumen with the ability to analyze and communicate trends.
• Understands and complies with the contractual obligations and service level agreements (SLAs) of the service providers
• Maintains a deep understanding of the application domain, including the business processes, data flows, systems architecture, and integration points.

• Required Qualifications For This Position
• Bachelor's Degree Information technology, computer science, or a related business discipline, or equivalent work experience.
• 6+ years of experience in IT Service Management, including at least 4 years in a problem or incident management role.
• 3+ Years using ServiceNow and report generation.
• Strong knowledge of ITIL frameworks.
• Proven experience managing high-pressure situations and coordinating cross-functional teams, including leading service restoration events for major incidents.
• Proficiency in various tools and techniques for requirements elicitation, data analytics, documentation, validation, and management.
• Excellent verbal and written communication skills, with the ability to tailor the message to different audiences and levels of detail. High
• A proactive attitude, with the ability to work independently and as part of a team.
• A customer-centric mindset, with the ability to understand the needs and expectations of the end-users and deliver value-added solutions. Medium
• A growth mindset, with the ability to learn new skills, adapt to changing situations, and embrace feedback. High
• Superior troubleshooting and problem-solving skills. Knowledge worker who is driven and can think and act in a fast-paced environment.
• Ability to collaborate with business partners and service providers in a matrix organization.
• Technology Domain awareness.
• Proficiency in the Microsoft Office suite

• Preferred Additional Qualifications for Position
• 1-3 years Related experience in the utility industry
• ITIL v4 certification is highly desired

• Physical Demands
• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
• The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Workplace Connection
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 the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents 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, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, 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. 

Salary Range*:

$93,800.00 - $140,700.00

*The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

Posting Start Date:

2025-06-03

Posting End Date (if applicable):

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

Summary

This position owns the Incident, Problem, and Major Incident processes. Is responsible for overseeing the end-to-end incident management process, leading the response to critical IT incidents that have significant business impact, and managing the lifecycle of all problems. As the Incident and Major Incident manger, will ensure that each process is operating as designed and delivering the intended value. Key focus is operational stability and service restoration. Will serve as a central point of contact for incidents and ensures proper escalation, communication, and coordination among stakeholders. Will lead the response to critical IT incidents to minimize downtime and ensure proper and timely communication is delivered to all stakeholders. Operating within the ITIL framework, the Problem Manager leads root cause analysis (RCA), coordinates long-term solutions, and ensures problems are documented, tracked, and resolved effectively. This role acts as a key contributor to service improvement and stability across IT services.