IT Service Management Analyst

Casey's; Ankeny (IA); On-site; USD 73,000 - 96,000; Full time

Job summary

Casey’s in Ankeny, IA seeks an IT Service Management (ITSM) Analyst to drive the effective delivery, governance, and continuous improvement of IT services across our retail environment. You will partner with IT teams, business stakeholders, vendors, and service owners to align services with business needs.

The role requires 3+ years in ITSM, IT operations, or service delivery; ITIL knowledge; ServiceNow/Jira Service Management experience; and strong analytics to support dashboards, audits, and

Qualifications

• 3+ years in ITSM, IT Operations or IT Service Delivery.
• Retail environment experience is preferred.
• Strong understanding of ITIL principles and ITSM best practices.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Ability to develop dashboards and measure service performance.

Responsibilities

• Support and continuously improve ITSM processes (Incident, Problem, Change, Request, Knowledge, Asset Management).
• Monitor service performance metrics and identify improvement opportunities.
• Facilitate change management activities including reviews and risk assessments.
• Coordinate problem management with root cause analysis and corrective actions.
• Develop and maintain ITSM documentation, workflows, and knowledge articles.
• Partner with IT and business teams to meet operational requirements and SLAs.
• Maintain ITSM tools, dashboards, and reporting capabilities.
• Create reports and presentations on service performance and compliance.
• Assist with audits and compliance activities.
• Identify automation opportunities to enhance efficiency and user experience.

Skills

ITSM/ITIL knowledge

Analytical & problem solving

Stakeholder management

Communication skills

Multi-site / multi-state experience

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Confluence

Job description

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.

Requirements

• This position requires authorization to work in the U.S. without the need for employment-based immigration sponsorship now or in the future. Casey’s will not provide sponsorship or employer support for applications or petitions for F-1 OPT, F-1 CPT, H-1B, L-1, TN, O-1, E-3, H-1B1, J-1, or any other employment-based visa.
• 3+ years of experience in IT Service Management, IT Operations, IT Service Delivery, or a related role.
• Experience supporting IT services in a retail, hospitality, distribution, or other multi-site/multi-state environment.
• Understanding of ITIL principles and ITSM best practices.
• Experience working with ITSM platforms such as ServiceNow, Jira Service Management, Confluence, or similar tools.
• Experience supporting and improving Incident, Problem, Change, and Request Management processes.
• Strong analytical and problem-solving skills with the ability to interpret operational data and recommend improvements.
• Experience creating dashboards, reports, and service performance metrics.
• Excellent communication and stakeholder management skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL Foundation certification or equivalent ITSM certification.
• Experience supporting enterprise retail technology environments, including store systems, POS, infrastructure, or end-user services.
• Experience with workflow automation, reporting tools, or low-code/no-code platforms.
• Experience facilitating cross-functional meetings and driving process improvement initiatives.
• Knowledge of compliance, governance, and operational risk management practices

This role does not allow for 100% remote work. Qualified candidates must live within a daily commutable distance of Casey's Store Support Center in Ankeny, IA and be willing to work onsite 5 days per week.

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.