Kwik Trip, Inc. operates Kwik Trip, Kwik Star, Tobacco Outlet Plus Grocery, and Stop-N-Go Stores in Wisconsin, Minnesota, Iowa, Illinois, Michigan, and South Dakota with 38,000 coworkers companywide. Kwik Trip’s IT Department is seeking two full time IT Service Management (ITSM) Process Owners focused on Kwik Trip’s core ITSM processes. The ideal candidates will be working with a team of ITSM process owners to develop and maintain an overarching IT Service Management framework that integrates various ITSM processes ensuring consistency, scalability, and flexibility. This position will play a critical role in building out and enhancing processes in areas such as Incident Management, Problem Management, Change Management, Request Management, and Configuration Management.

What you’ll be doing:

• Defining and designing ITSM processes based on proven best practices and organizational requirements.
• Overseeing the implementation of new or updated ITSM processes in coordination with IT teams and business stakeholders.
• Working with other IT process owners and stakeholders to ensure ITSM processes are effectively integrated and aligned with other IT and business processes.
• Tracking and assessing the performance of ITSM processes using KPIs and other relevant metrics.
• Conducting regular process reviews and audits to identify inefficiencies, bottlenecks, and areas for improvement.
• Leading initiatives to optimize and enhance ITSM processes, leveraging feedback from stakeholders and using best practice methodologies.
• Building strong relationships with IT and business stakeholders to understand their needs, challenges, and expectations.
• Organizing and leading training sessions and meetings to promote understanding, acceptance, and effective use of ITSM processes.
• Communicating process changes and updates to all stakeholders, ensuring transparency and buy-in.
• Developing and enforcing governance frameworks that outline roles, responsibilities, and accountability for ITSM processes.
• Collaborating with IT teams to evaluate, select and implement ITSM tools and technologies that support process objectives.
• Ensuring ITSM tools are configured and used effectively to support process automation, reporting, and compliance.
• Working with platform administrators to integrate ITSM tools with other IT systems and processes.

You’ll need to have:

• 4-year/bachelor’s degree in an Information Technology, related field, or equivalent training/work experience.
• 2-6 years of experience working with IT Service Management frameworks and processes.
• Strong understanding of ITSM frameworks and best practices, such as ITIL and COBIT.
• The capacity to drive continuous improvement initiatives and manage organizational change effectively.
• Experience in a large, complex IT environment with a diverse range of technologies.
• The ability to communicate effectively with end users.
• The ability to build and maintain strong stakeholder relationships.
• Excellent verbal and written communication skills.
• The ability to perform at a high level within a fast-paced and high-pressure environment.
• A strong desire to establish and meet aggressive deadlines.
• Strong project management and organizational skills.
• The ability to lift 10 lbs. and stoop/kneel/crouch as needed.
• The ability to have fun and enjoy your work!

Even better if you have:

• ITIL Foundation Certification or higher
• Experience with ServiceNow
• Experience with Jira
• Familiarity with PagerDuty

Work Schedule: Monday through Friday, daytime hours.

Schedule Available: 8:00am to 5:00pm

Job Type: Full-time

Pay: $57,142.28 - $85,713.42 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• La Crosse, WI 54603 (Preferred)

Ability to Relocate:

• La Crosse, WI 54603: Relocate before starting work (Required)

Work Location: In person