ITSM Analyst: Retail Ops & Service Excellence
Casey's
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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
Education
Tools
Job description
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
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