IT Operations Analyst

Casey's•Ankeny, IA

7d•Onsite

About The Position

The IT Operations Analyst is responsible for supporting the systems and applications that form the backbone of Casey’s business operations. This role ensures the stability and efficiency of our infrastructure by monitoring daily production processes, identifying and resolving transactional or data errors, and performing routine maintenance and system checks. The IT Operations Analyst will provide advanced support for requests escalated from the IT Service Desk and those generated by automated monitoring systems. This role is critical in maintaining operational stability and ensuring timely resolution of issues. Preferred candidates will have experience collaborating with engineers to validate integrations and other developed components, ensuring they deliver intended results, monitoring managed systems and applications for deviations from normal operating parameters, and reporting and remediating issues in accordance with established Service Level Agreements (SLAs). This position requires strong problem-solving skills, attention to detail, and the ability to work cross-functionally to maintain the integrity of Casey’s technology infrastructure.

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.
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 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.

Nice To Haves

Experience with Cloud based (Infrastructure, Platform and/or Software as a Service) applications and vendors is preferred.

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.