NiSource - Merrillville, IN
posted 5 months ago
The Lead IT Systems Analyst will play a crucial role in the design and implementation of IT solutions, focusing on gathering requirements, writing technical specifications, configuring applications, and performing testing to support application functionality within their assigned department. This position requires strong coordination and communication skills to work effectively with business partners and IT service providers, ensuring adherence to Operating Level Agreements (OLAs) and defined Service Level Agreements (SLAs). The Lead IT Systems Analyst will be responsible for driving the performance of IT service providers, providing enhanced guidance for technical problem support, and managing issue resolution. Additionally, this role involves ensuring that systems documentation is properly reviewed, approved, and maintained in the repository of record by service providers. In this position, the Lead IT Systems Analyst will also have coaching and training responsibilities related to application-level support. The role includes partnering with business and IT service providers to ensure timely resolution of systems issues, participating in the design of small to medium-sized capabilities, upgrades, and disaster recovery exercises, and developing strong relationships with key end users. The analyst will identify LEAN opportunities to drive measurable continuous improvement, focusing on shifting-left, automating processes, and reducing non-IT work across teams while adhering to ITIL best practices. Furthermore, the Lead IT Systems Analyst will support the achievement of Service Level Agreements and work towards improving customer satisfaction scores among business partners and end users, ensuring that systems documentation is kept up to date, including Application Performance Management (APM) documentation.