IT Service Management Analyst (AI)

Location: Remote in the United States; hybrid work option available for candidates in Lincoln, Nebraska. 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, including nights, weekends, and holidays.
• Lead high-severity incident response calls and coordinate cross-functional teams to restore services quickly.
• Provide executive-level communications and stakeholder updates during incidents and post-event reviews.
• Manage change queues, resolve change conflicts, and support Change and Problem Management processes.
• Coordinate root cause analysis reviews, lessons learned, corrective actions, and business continuity tabletop exercises.
• Develop ITSM documentation and reporting while implementing automation and AI-driven improvements for incident response, governance, analysis, and site reliability.

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 efforts and manage multiple concurrent workstreams under pressure.
• Strong verbal and written communication skills for translating technical issues into clear business updates.
• Analytical thinking, structured problem-solving, continuous improvement, and operational coordination skills.
• Existing United States work authorization is required; visa sponsorship is not available.

Nice to have

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

Culture & Benefits

• Remote work with a hybrid option for Lincoln, Nebraska candidates.
• Medical, dental, vision, HSA, and FSA benefits.
• Earned time off, life insurance, disability coverage, and an employee assistance program.
• 401(k), student loan repayment, employee stock purchase program, tuition reimbursement, and performance-based incentive pay.
• Wellness program and a workplace focused on respect, inclusion, and equal opportunity.