Senior IT Analyst - Incident, Problem and Major Incident Process Owner

Senior IT Analyst -  Incident, Problem, and Major Incident Process Owner

Full Time Perm

Way of Work: Hybrid - three days on location

Salary Range:  $93,800 - $140,700, plus 8% annual bonus

Location: Columbus, OH

Relocation assistance provided

This position owns the Incident, Problem, and Major Incident processes. You will be 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.

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.

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

• Bachelor's Degree or equivalent work experience

• 6+ years of experience in IT Service Management

• 4+ years of experience in a problem or incident management role

• 3+ years of experience using ServiceNow and report generation

• Strong knowledge of ITIL frameworks.

• 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.

Preferred Qualifications

• Utility industry

• ITIL v4 certification

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

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

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 resp