Consumer IT System Support Analyst

Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert. For over 40 years, Nelnet has been serving its customers, associates, and communities.

The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.

This position is focused on serving our Consumer Loans back-office team and client services team with tier 1 support. Additionally, this role will participate in system configuration, and creation of letters for both areas. The position delivers value add requests to our customers, assists in mitigating risk to the organization.

JOB RESPONSIBILITIES:

• Identify, triage, and resolve Tier 1 issues related to systems, processes, and business support.

• Review, analyze, and evaluate business systems and user needs.

• Manage multiple, competing priorities while consistently meeting deadlines.

• Communicate effectively and professionally with users and management at all levels.

• Collaborate with analysts and leadership to analyze and resolve routine and recurring issues.

• Translate business requirements into detailed functional specifications and work plans.

• Serve as a subject matter expert for repeatable processes.

• Continuously acquire and apply knowledge of systems and business processes.

• Create and maintain documentation for system functionality, processes, and procedures.

• Participate in and support Consumer Loan projects to drive departmental improvements.

• Actively contribute to cross‑functional projects and initiatives with leadership.

• Support training efforts and advanced analytic workshops as needed.

Nelnet believes in a hybrid work environment that accommodates both in-office and remote work. This model promotes a positive work-life balance and culture, enabling in-person collaboration when possible while also providing benefits associated with remote work. The standard hybrid work schedule includes a 24/16 hour (in-office/work-from-home) split for associates that reside within 30 miles of an office. This is subject to change, based on manager discretion.

NOTE: Internal Associates working in a remote capacity may be considered for this position.

EDUCATION:

4-year college degree preferred.

EXPERIENCE:

• 3-4 years of experience in an analytical, student loan, technical, problem-solving or project management position.

• Some experience with database concepts and simple query language (SQL) preferred 

• Some experience with report writing tools – Crystal reports (Business Objects) preferred

• Some experience with project management on small to medium projects preferred

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Problem Solving

• Business Math

• Oral communications

• Written communications

• Decision Making and Critical Thinking

• Accuracy/Attention to Detail

• Initiative

• Project Management

• Managing Multiple Priorities

• Working with MS Office

• SQL experience preferred

Starting Salary Range for this role: $47k-65k Annually, DOE

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK.

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.  

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring