IT Service Management Analyst (AI)

Location: Remote within the United States; candidates in Lincoln, Nebraska may work in a hybrid arrangement with in-office presence in Draper, Utah as required by the on-call rotation. Applicants must already be authorized to work in the United States without current or future visa sponsorship.

Salary: $65,000–$70,000 annually, depending on experience.

Company

hirify.global Business Services provides payment technology and education services to higher education institutions, K–12 schools, students, families, and supporters.

What you will do

• Serve in a rotating 24/7 on-call schedule as the primary Major Incident Manager for high-impact service disruptions.
• Lead incident response calls and coordinate cross-functional technical and business teams to restore services.
• Provide executive-level communications and stakeholder updates during incidents and post-event reviews.
• Manage the change queue, resolve change conflicts, and reduce operational risk.
• Coordinate root cause analysis, lessons learned, corrective actions, and Problem Management trend reviews.
• Support Business Continuity exercises and improve ITSM documentation, reporting, automation, and AI-enabled operational workflows.

Requirements

• Bachelor’s degree in technology or a related field, or equivalent experience.
• At least 1 year of experience in IT, support, customer service, or analytics.
• Ability to lead high-severity incident response and coordinate multiple concurrent workstreams under pressure.
• Strong verbal and written communication skills, including translating technical issues into actionable business updates.
• Critical thinking, structured problem-solving, prioritization, and continuous improvement skills.
• Availability for full-week 24/7 on-call rotations, including nights, weekends, and holidays, and existing US work authorization without sponsorship.

Nice to have

• Experience facilitating meetings, coordinating cross-functional teams, or supporting operational processes.

Culture & Benefits

• Flexible remote work with hybrid collaboration options for eligible Lincoln-area candidates.
• Medical, dental, vision, HSA, and FSA benefits.
• Earned time off, life and AD&D insurance, disability coverage, and an employee assistance program.
• 401(k), student loan repayment, tuition reimbursement, employee stock purchase program, and performance-based incentive pay.
• Wellness program and support for work-life integration.