Sr IT Analyst - Infrastructure - NiSource

The Sr. IT Analyst - Infrastructure, reporting to Business Relationship Manager of Infrastructure, will participate in the solution of designs including gathering requirements, writing technical specifications, configuration for infrastructure 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 will drive the performance of our IT Service Providers and provide enhanced guidance for technical problem support and issue management. The Sr. IT Analyst will also ensure proper systems documentation is reviewed, approved, and maintained in the repository of record by service providers. You will also be responsible for building relationships with the different Infrastructure Towers and IT customers.

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

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

• 5+ years of experience with infrastructure technology (end user services, network, data center, etc.)

Preferred Qualifications

• Agile certifications

• Experience working with distributed teams

• ITIL certification

• Experience with ServiceNow

Disclaimer

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

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