IT Service Management Analyst

At Casey's, technology plays a critical role in keeping thousands of team members, stores, and business operations running smoothly. We are seeking an IT Service Management (ITSM) Analyst to help drive the effective delivery, governance, and continuous improvement of IT services across our retail environment.

In this role, you will partner with IT teams, business stakeholders, vendors, and service owners to improve IT processes, enhance service quality, and ensure technology services align with business needs. The ideal candidate has experience working in a retail environment and understands the operational importance of reliable technology that supports store operations, distribution, and corporate functions.

Key Responsibilities:

• Support and continuously improve IT Service Management processes, including Incident, Problem, Change, Request, Knowledge, and Asset Management.
• Monitor and analyze IT service performance metrics, identifying trends and opportunities for improvement.
• Facilitate change management activities, including change reviews, approvals, risk assessments, and communication plans.
• Coordinate problem management efforts by conducting root cause analysis and tracking corrective actions to resolution.
• Develop and maintain ITSM documentation, process workflows, procedures, and knowledge articles.
• Partner with technical teams and business stakeholders to ensure services meet operational requirements and service-level objectives.
• Maintain and optimize ITSM tools, workflows, dashboards, and reporting capabilities.
• Create reports and presentations that provide visibility into service performance, process compliance, and operational health.
• Support audits and compliance activities by ensuring processes and documentation meet organizational standards.
• Identify automation opportunities and process improvements to increase efficiency and enhance the end-user experience.
• Participate in service reviews and continual service improvement initiatives.
• Assist with major incident communications and service restoration activities when needed.

Compensation

Starting pay range: $73,000 - $95,900. Actual pay may vary based on Casey's assessment of the candidate''s knowledge, skills, abilities (KSAs), related experience, education, and qualifications. Other factors impacting pay include local prevailing wages and internal equity. This position is eligible for an annual cash bonus based on company performance. Our full salary range for this role does extend beyond the typical hiring range listed, allowing team members the opportunity to continue to grow within the company.