Application 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.

The Application Support Analyst is responsible for providing end-to-end production support for .NET, C# based Web/Desktop applications at
Nelnet Canada. This role focuses on ensuring application stability, timely incident resolution, and continuous service improvement through
strong technical troubleshooting, operational excellence, and collaboration with business and IT stakeholders.

Compensation Range for this Role: $75,438 - $95,000 CAD (based on experience)

This role has a hybrid work requirement of 2 days minimum in office per week.

Additionally, this position requires the successful completion of a Government of Canada Reliability Clearance (PERC) as a condition of employment. Candidates must be eligible to obtain and maintain the required clearance throughout their employment.

Job Responsibilities:

• Provide production application support during business hours, with participation in a rotational after-hours on-call schedule(evenings and weekends) to resolve critical and time-sensitive issues.
• Investigate, diagnose, and resolve application incidents and operational requests, working closely with business users, vendors, and internal IT teams to ensure timely resolution.
• Manage and resolve incidents, service requests, problems, and changes in accordance with ITIL Service Management practices.
• Perform data validation and analysis using SQL queries, SSMS, and related tools to ensure data accuracy and system integrity.
• Troubleshoot and resolve failures in scheduled Control-M jobs, including SSIS packages, file transfers, batch processes, and web service integrations.
• Analyze application logs and system metrics to proactively identify issues in both production and non-production environments.
• Create, maintain, and continuously improve knowledge base articles, runbooks, scripted resolution playbooks, and operational documentation.
• Support application deployments and changes by participating in change management activities, risk assessments, and post change validation.
• Contribute to process improvements, automation initiatives, and operational efficiency enhancements.