Nelnet

Support Engineer

• Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe.
• We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey.
• This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success.
• The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams.

Technical Support Manager, Customer Experience

Technical Program Manager

• Lead large-scale, strategic IT programs spanning multiple interrelated projects, owning program vision and roadmap.
• Coordinate cross-functional teams and manage dependencies, timelines, budgets, and program-level deliverables.
• Define program metrics, track progress, mitigate risks, and ensure benefits are realized.
• Provide transparent reporting, stakeholder engagement, and executive communication.
• Oversee execution within enterprise standards and SDLC governance and support project teams' short-term goals.
• May directly oversee workstreams or coordinate with assigned workstream owners and matrixed individuals.

IT Program Manager

Solutions Engineer

• Develops solutions efficiently and effectively using available software tools
• Collects and analyzes data for import into the SIS using SQL/T-SQL/Access and Excel
• Troubleshoots application support issues using transactions, history, and logs
• Performs data analysis and database adjustments for clients as needed
• Creates and supports baseline and forms-based custom reports using HTML and CSS
• Proactively identifies and resolves potential problems
• Works within a structured repository deployment environment
• Stays up-to-date on SIS platform technologies and shares knowledge
• Performs a wide variety of technical functions for the team

Technical Solutions Engineer

Administration

• The eLearning Administrator is responsible for the design, configuration, and ongoing management of learning management systems utilized, including FACTS Space Academy and Workday, as well as collaborating with and contributing to broader organizational learning initiatives. This role ensures seamless integration between systems, maintains platform security, and supports both internal and external learning paths. The eLearning Administrator collaborates with stakeholders, trains content creators, and plays a critical role in delivering an exceptional learning experience. Design and maintain learning paths aligned with organizational goals, support the development of certifications and structured curricula, and collaborate with instructional designers and leadership to implement improvements. Manage the course catalog and shared learning resources, support the creation of engaging asynchronous content, and ensure consistency in module structure, assessments, and branding. Train and coach FACTS Trainers on instructional design best practices, provide templates, and maintain consistency across training materials. Collaborate with Marketing to ensure consistent branding and communication across training materials and resources. Manage user accounts, profiles, roles, and permissions at a hierarchical level to prevent unauthorized access and ensure a seamless user experience. Provide daily troubleshooting, technical support, and assistance with login issues, account access, and navigation. Configure system settings and permissions to align with organizational needs and collaborate with IT and LMS administrative teams to ensure system functionality. Analyze LMS data to identify trends and insights, generate reports on training progress, user performance, and system usage. Gather feedback from internal teams and clients to improve training materials, documentation, and processes, and engage in meetings with Operations management to co-develop solutions. Maintain documentation and user guides for LMS processes, co-author and update knowledge base articles, and scale documentation across tenancies. Ensure knowledge transfer across departments by creating an LMS community of practice to share processes and resources with other NBS lines of business using an LMS. Ensure data integrity, monitor system access, enforce security protocols, and support audits and compliance with data protection regulations. Work closely with internal stakeholders to align LMS capabilities with business needs and partner with Product to frame clear business needs for evaluation. Participate in cross-functional projects to enhance the learning ecosystem and ensure a seamless experience for learners, trainers, and administrators. Serve as a liaison with the LMS team to collaboratively support system-wide initiatives and improvements.

eLearning Administrator

Security Engineer

• A. Security Development - Technical Understanding 1. Experience in web technologies and frameworks. 2. Understands and demonstrates current job family technical skill expectations 3. Explores and pursues technical skills outside of current job family 4. Actively seeks to remain technically current and increase expertise and abilities 5. Strives to align personal passion and career desires with opportunities and company needs 6. Understands and Exhibits skills to protect data, systems and networks and maintains secure, reliable, redundant systems. • B. Innovation 1. Challenges prevailing assumptions when appropriate 2. Brings forward technology options that provide long-term business value 3. Identifies short-term, tactical technology alternatives that result in immediate business value 4. Strives continually for improvements in delivery of services and solutions 5. Balance the need for experimentation and managed risk with the desire to maintain the existing systems and processes • C. Agility 1. Willing to adapt to changing technology and business landscapes 2. Remains present and engaged while working through ambiguity 3. Considers change as opportunities to be challenged and grow 4. Helps others adapt to changing environments D. Problem Solving 1. Uses analytical ability and creative thinking to break problems down into manageable components 2. Thinks open mindedly and considers all alternatives 3. Identifies well thought out, comprehensive alternatives 4. Takes responsibility for ensuring problems are worked to a complete resolution E. Collaboration 1. Explores concepts, ideas, and alternatives to reach outcomes that gain acceptance and support of all participants 2. Strives to foster an environment of teamwork and unity that allows for constructive conflict, deliberation of ideas and appreciation of diversity 3. Seeks out opinions and thoughts of others without regard for organizational boundaries 4. Strives to be self-aware of personal behaviors that limit collaboration and teamwork 5. Influences, motivates and inspires others through direct and indirect means to accomplish organizational and team objectives and goals F. Communication Skills 1. Adapts style of communication to match audience and information sharing needs 2. Actively pursues bi-directional sharing of ideas and information 3. Speaks and writes effectively with cohesion and clarity 4. Asks for input, listens actively and seeks to ensure all opinions are heard G. Strategic Focus 1. Understands Nelnet’s overall business and technology goals and objectives 2. Strives to view things from a business perspective and a genuine desire to do what's right 3. Strives to consistently deliver the right solutions and services 4. Acts as a trusted adviser while seeking short-term wins and long-term benefits

Cybersecurity Engineer

Technical Project Manager

Manages and directs one or more project teams to meet project objectives.
Reviews, evaluates, and formulates project plans, schedules, and budgets.
Oversees requirements solicitation and definition for the projects.
Manages staff and budget resources required to meet changing corporate needs.
Identifies and negotiates schedules, milestones, and resources required to meet project objectives.
Leads problem resolution and decision making through facilitation and troubleshooting.
Organizes and guides project operations using industry-accepted methodologies.
Evaluates progress and reports progress in terms of quality and performance metrics common to IT projects.
Works with various departments to coordinate systems testing, installation, training, and support.
Applies Agile methodologies and provides real-time updates on progress.
Builds collaborative teams and maintains positive relationships with internal teams and external customers.

Technical Support Manager, Customer Experience

IT Program Manager

Technical Solutions Engineer

eLearning Administrator

Cybersecurity Engineer

IT Project Manager