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IT Analyst, Service Integration in Columbus, OH at NiSource

Date Posted: 1/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    Columbus, OH
  • Date Posted:
  • Job ID:

Job Description


The IT Analyst Job Family, Service Integration supports the delivery of It Application and Infrastructure services, including hardware and software asset and configuration management, for all NiSource business units.  This role works closely with the Manager of IT Service Integration, Manager of IT Service Governance and other Technology Tower Leads to ensure that Infrastructure and Application Services are fully integrated and delivered within the scope of Service Provider Contracts as reflected by service levels, statements of work and pertinent schedules/exhibits.  The IT Analyst works closely with the Service Provider Delivery Managers and other NiSource Technology Tower Leads to ensure execution of IT Service Management processes and small-to-medium sized Infrastructure Services projects.   This role also works directly with customers and IT Service Delivery/Support teams to ensure issues are communicated and resolved in a timely fashion.

Key outcomes for success include:

  • Support of Core Service Management processes to ensure effectiveness and efficiencies.  This includes Change, Incident, Problem, Asset, Configuration, and Knowledge Management
  • Support analysis of key metrics or other data to draw conclusions and help management make better / more informed decisions
  • Ensure that NiSource-owned and contracted services are performed to satisfaction
  • Drive continuous improvement initiatives to improve the overall IT computing environments via technology, automation and effective operational processes
  • Improve the business perception of IT services through effective communication of Major Incidents as well as changes to IT computing environments
  • Act as liaison for timely resolution of Service Desk or the Integrated ITSM Service Management ticketing system (ServiceNow), escalations / issues

Essential Responsibilities:

  • Provide expertise of ITSM Tool and integration with Service Management process (i.e. ServiceNow).
  • Oversee, manage, and monitor the delivery of integrated IT solutions to ensure that SLA's and OLA's meet or exceed defined expectations
  • Identify opportunities to improve service agility and cost
  • Develop and sustain solid working relationships with stakeholders across departments and vendors
  • At the direction of Manager, Service Integration, performs steady state assignments in the entry level of the IT Analyst job band
  • Work closely with IT Service Delivery, IT Support Services, and business unit professionals, project managers and other areas of NiSource, and Service Providers to perform and/or support execution of core service management processes
  • Perform cross-provider Change and Problem Management integration functions, including facilitation of Change Advisory Board and Problem Management Review meetings
  • Participate in a 24x7 on-call rotation for Major Incident Resolution, specifically to provide oversight and guidance of Service Providers for technical resolution, and communicate to impacted Business Partners
  • Help drive resolution of operational and service-based issues, reviewing, analyzing and reporting on Service Provider operations, as directed by the Director of IT Service Integration & Governance
  • Work closely with IT Service Governance to prepare for and facilitate regular performance review meetings with the Service Provider and prepare performance and status information for NiSource IT and business leaders, as requested
  • Resolve or escalate issues related to steady state operations in a timely manner
  • Work closely with IT Service Governance and other technology tower leads to resolve Service Provider related issues and to help ensure accurate reporting related to Service Provider performance
  • Work closely with NiSource / service providers project managers to help resolve change scheduling conflicts to ensure projects are delivered per established timelines
  • Gather and perform analytics on infrastructure / applications service impacting issues to identify patterns and work with service providers/technology towers to help develop and execute corrective actions  
  • Work closely with Service Providers and Technology Tower leads to ensure timely and accurate inventory of IT assets and provide information to support management of IT budget spend and forecast
  • Facilitate audits of processes related to applications / Infrastructure Services
  • Assist in ensuring the Service Providers are adhering to NiSource¿s defined policies and standards
  • Ensure that NiSource IT Service Management supporting documentation is available and kept up-to-date
  • Maintain a solid understanding of the Service Providers¿ operational and service delivery capabilities and processes
  • Interact with Service Provider team members, to help ensure they are properly qualified and staffed appropriately to meet NiSource business needs
  • Maintain a solid understanding of the scope of the Service contracts as reflected by service levels, statement of work and pertinent schedules/exhibits
  • Assist with communications for planned and unplanned outages.
  • Bachelors Degree in Computer Science or equivalent work experience that provides knowledge and exposure to fundamental theories, principles, and concepts
  • 2-3 years working experience in execution of core ITIL Service Management processes 
  • 2-3 years¿ experience in infrastructure services or infrastructure analysis, deployment and support
  • Familiarity with ServiceNow
  • Experience working closely with service providers and delegating operational activities to them, as directed by Director/Manager, Service Integration/Governance
  • Knowledge of  IT infrastructure components, trends and best practices
  • Solid skills with computers, operating systems and software (MS Office Suite, MS Project, and other IT applications) and ability to learn new technical concepts quickly
  • Excellent analytical abilities, including process analysis and development, problem solving and root cause analysis
  • Understands Projects Management fundamentals, experience with delivery of infrastructure projects
  • Ability to work in a 24x7 operating environment and on-call rotation
  • Strong teaming skills, collaboration, negotiation, communication, organizational, people management and conflict resolution skills
  • Willing to travel to NiSource business unit or Service Provider locations, as needed

Additional Information (optional):

  • NiSource business operations knowledge
  • General working knowledge of the gas and electric utility industry 

Senior Analyst

  • 4+  years of IT experience in varying support functions
  • Solid experience with ITIL processes and metrics (ITIL V3 certification a plus)
  • 1+ years of experience with ServiceNow
  • Demonstrated experience leading process improvements
  • Effective written and verbal communication
  • Proven track record as active participant with successful delivery of technical project (s)
  • Can work independently in the assigned functional domain

Lead Analyst

  • 6+ years of IT experience in varying support functions
  • In-depth experience with ITIL processes and metrics (must be ITIL V3 certified)
  • 2+ years of experience with ServiceNow
  • Demonstrated experience in leading multiple process improvement initiatives
  • Proven track record in leading successful delivery of technical projects (PMP certification is a plus)
  • Can work independently in multiple functional domains
  • Assist in development of other team members
  • Excellent written and verbal communication
Inclusion & Diversity

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 and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration.  Actively participate in creating and contributing to a positive work environment.

How To Apply

For immediate consideration, please apply on-line at on or before February 21st!

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.