IT Operations Analyst - Corporate (Columbus or Merrillville)
Hammond, IN

Job Description

Introduction

The IT Operations Analyst Applications is responsible for providing application support with a focus on rapid response to end users. This role provides Level 1.5 support, as well as Levels 2 and 3 support when applicable and/or capable, and contributes to the delivery of minor enhancements, when required. The IT Operations Analyst will work within the NiSource Service Now tool to monitor ticket queues and to pick up and work tickets as they come in, achieving key Service Level Agreements. The Operations Analyst will be responsible for maintaining systems documentation in the repository of record. When the team member has significant business process knowledge, the Operations Analyst will be expected to support the efforts of the service providers as they work to resolve complex tickets. This team member may also be engaged part time on projects from time to time to complete various activities including analysis, testing, development, documentation. The IT Operations Analyst works under the direction of the IT Manager iquest;Applications Operations. This is a techno-functional role with technology expertise primarily required. Excellent communication and collaboration skills are required, as is a strong understanding of the functional business area.

In addition to the description above, key responsibilities and indicators of success include:

* Monitor Service Now ticket queues and provide rapid response to end user requests for support
* Proactively identify and work to resolve systems issues, or escalate as appropriate
* Participate in minor enhancement and project work, when required.
* Support the development of service provider teams as they work to learn NiSource systems and processes.
* Develop and maintain relationships with key end users
* Bring technical and functional subject matter expertise to help with technology roadmap planning. This is particularly important for integrations work.
* Continue to build knowledge of your functional domain
* Foster innovation by staying abreast of emerging application management trends and assessing their potential operational uses/value at NiSource
* Support Service Provider and internal team achievement of Service Level Agreements
* High/improving customer satisfaction scores (business partners and end users)
* JD Power scores in alignment with NiSource goals
* Contribute to positive teaming.
* Focus on safety.
* Focus on system stability, security, compliance
* Help keep systems documentation up to date
* Adherence to administrative deadlines and processes
* Other activities as directed

Qualifications

Required for Selection:

* Bacheloriquest;s degree in Information Systems Management, Business Administration, or equivalent experience required.
* Developed analytical skills needed
* Attention to detail
* Ability to work independently, as well as part of a team
* Strong interpersonal and communication skills
* Some on call support required
* ITIL certification strongly preferred. Certification within 6 months of hire required.

Preferred for Selection:

* Technical project management experience
* Regulated utility experience
* Experience working with distributed teams desired
* Strong technical and functional background in the application technology domain. Familiarity with other domains (hosting, information management, networking, etc.)
* Technical certifications preferred
* PMP and/or Agile certifications

Lead Operations Analyst

* 5 to 7 years IT support experience required, or equivalent business super user role

Senior Operations Analyst

* 3nbsp;to 5 years IT support experience required, or equivalent business super user role

Operations Analyst

* 1 to 3 years IT support experience required, or equivalent business super user role

Relocation assistance is available for this position.

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.

How To Apply

For immediate consideration, please apply on-line at careers.nisource.com before July 3rd!