The IT Operations Analyst is accountable for the support of systems and applications that comprise the infrastructure operating Casey’s business processes, which include monitoring daily production, transactional / data error handling, and basic daily maintenance.

The IT Operations Analyst will support requests escalated from the IT Service Desk as well as those generated by automated systems. When applicable, the individual is responsible for collaborating with engineers to ensure integrations and other developed components have been implemented with intended results. Any managed systems and applications that fall out of normal operating parameters will be reported and remediated per established SLAs.

Key Responsibilities

• Serve as primary contact supporting day to day operations and services of infrastructure by monitoring and responding to incidents submitted to the service management platform.
• Ensure performance of the infrastructure including provisioning and modifying servers and cloud-based resources is maintained at a high-level.
• Monitor production systems for availability, capacity, and performance.
• Maintain accurate and current technical and support documentation in the form of specifications, run books, data flows, and additional technical documentation.
• Assist with monitoring production to support high availability to users according to Service Level Agreements (SLAs). Monitor production logs for any issues and address immediately to minimize end user impact. Log Service Requests (SRs) and work with support resources, both internal and 3rd party, to remediate issues.
• Assist with ensuring that all change management governance controls adhere to established standards (i.e., proper approvals are acquired) prior to making a configuration change.
• Build relationships and work collaboratively within the operations team and across the organization.
• Provide basic training and mentorship to less experienced team members to demonstrate the issue and appropriate methods of performing functions to grow team member expertise on their systems.
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, servers, storage, backup, operating systems, and core applications.
• Configures network hardware in a timely manner to ensure store uptime is of utmost importance.
• Support multiple technical teams in a 24 x 7 environment with high uptime.
• Works closely with our internal Help Desk and Managed Network Service provider to make sure store connectivity is performing optimally.
• Collaborates with infrastructure and operations teams to automate manual support tasks and/or to remediate reoccurring events.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in Business, Information Technology, or related field, or equivalent work experience is required.
• Minimum of 3 years’ experience in supporting/working with applications and other technology like the assigned systems.
• Experience with Cloud based (Infrastructure, Platform and/or Software as a Service) applications and vendors is preferred.
• Experience with ITIL tools (e.g. Atlassian, ServiceNow) and collaboration tools (Confluence, Teams).
• Knowledge of application design, configuration and module set up.
• Excellent interpersonal, verbal, and written communication skills, including the ability to explain data and findings to a non-technical audience.
• Ability to work in team environment with pressure of competing deadlines and frequent interruptions in a fast-paced, constantly changing environment.
• Ability to collaborate and build relationships across IT disciplines and teams including third parties.
• Ability to effectively review and identify circumstances and evidence of a problem and apply sound troubleshooting practices to diagnose the root cause of the problem.

Other Requirements

• Will need to be available for after hours’ on-call and system monitoring.
• Must be able to lift and carry up to 50 pounds.
• Minimum travel may be required.

Casey's is not able to offer employment sponsorship for work authorization in the United States for this role at this time.

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:‏‏‎ ‎$60,200 ‎-‏‏‎ ‎$79,100.‏‏‎ ‎ 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 hiring range listed, allowing team members the opportunity to continue to grow within the company.