Sheetz, Inc

Role Description This position offers a base hourly range of $19.46 - $32.41 per hour, depending on experience and qualifications, plus bonus based on company performance. Provide excellent customer service while serving as a first line de-escalation point to protect brand reputation, as well as troubleshoot technical app and other program issues. Responsibilities - Address a range of customer service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand. - Possess basic knowledge of customer facing promotions and programs to provide first level technical support for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.). - Troubleshooting complex concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments). - Work within ticketing system to document customer inquiries efficiently and accurately. - Route inquiries to specific corporate departments as needed. - Identify and escalate crisis situations to level 2 rep or supervisor as needed. - Ability to keep consumer information and classified proprietary information confidential. - Effectively navigate various software and computer systems necessary to the position. Qualifications - High School/GED required - Minimum 2 years customer service experience required - Minimum 2 years Help Desk/Call Center Experience preferred - General Office Equipment Benefits - Quarterly employee bonuses based on company performance - Competitive salaries - PTO and parental leave - 401k match and employee stock ownership - Limitless professional development and growth opportunities - Tuition reimbursement - Full medical, vision and dental coverage - Snack discounts Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Our Talent Acquisition Advisor will serve as a senior-level full cycle recruiter supporting a wide range of corporate and operational support functions across the organization. The ideal candidate is someone who can flex across multiple business areas and act as a trusted recruiting partner to hiring managers from intake through offer. This individual will support a variety of functional groups including IT, Operations Support, Marketing, Strategic Research & Development, PSM, and other evolving business needs. Experience recruiting across both technical and non-technical roles is strongly preferred. The ideal candidate will bring strong sourcing and negotiation skills, an understanding of current labor market trends, and the ability to manage high-volume recruitment in a fast-paced environment. This person should be adaptable, collaborative, and comfortable stepping into priority hiring areas as business needs evolve. Overview Presides over non-store recruitment, leading a team of recruiters who work with assigned functional groups to find, select and hire qualified internal and external talent. Responsibilities - Participates as a lead on the Talent Acquisition team supporting corporate and operations support functions and all associated internal and external job openings. - Maximize the development of internal talent through regular performance coaching, performance reviews and presenting developmental opportunities. - Creates and executes annual and ad hoc talent acquisition plans in collaboration with the Recruitment Marketing team. - Sources and screens candidates according to the prioritization set by leadership, hiring managers and other key stakeholders. - Facilitates hiring process collaboration with applicants, peers, managers, and all other internal and external stakeholders to ensure the timely filling of all assigned roles. - Builds strategic relationships with corporate and operations support leadership and key stakeholders to execute annual recruitment plans. - Tracks and evaluates key talent acquisition metrics for assigned functional groups. - Reports key talent acquisition performance indicators and metrics to key stakeholders. - Develops and executes new processes, programs and experiences for leadership and hiring managers. Participates in HR and Talent Acquisition initiative projects as assigned. - Maintains expert knowledge of recruitment technology, applicant tracking, talent analytics, workforce projections, and labor market trends. Qualifications - Bachelor’s degree in HR or related field or equivalent experience required. - Minimum 3 years’ experience in Talent Acquisition, recruitment, and sourcing required. - Previous supervisory experience preferred. - Knowledge and application of federal, state and local employment laws required. Requirements - Equivalent combinations of education, licenses, certifications and/or experience may be considered. Every two years of work experience is equivalent to one year of post-secondary education. Benefits - Sheetz is committed to the full inclusion of all qualified individuals. - Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description The Lead ServiceNow Reporting and Analytics Technologist is responsible for designing, developing, and maintaining Performance Analytics solutions that enable data-driven decision-making across the organization. This role partners closely with stakeholders, process owners, and platform teams to translate business objectives into meaningful KPIs, dashboards, and reports within the ServiceNow platform. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Responsibilities - Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications. - Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems. - Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes. - Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed. - Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed. - Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements. - Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems. - Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning. - Lead inter-discipline, department, and group meeting discussions concerning system functionality. - Develop and manage a set of KPIs to measure and subsequently manage system effectiveness. - Monitor system activity to ensure processes are working properly. - Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Qualifications - Education: - Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required. - Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred. - Experience: - Minimum 10 years of applicable experience in a technology environment. - Experience specializing in ServiceNow Performance Analytics, CSM, ITSM, ITOM preferred. - Licenses/Certifications (must complete all required certifications within 12 months of position acceptance): - ITIL 4 Foundation is required. - At least two Vendor specific application certifications (if offered) are strongly preferred. - ITIL 4 advanced certifications are strongly preferred. - ServiceNow Performance Analytics, ITSM, CSM certifications preferred. - Tools & Equipment: - General office equipment. Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description The Lead ServiceNow CMDB and Discovery Technologist is responsible for designing, developing, and supporting CMDB and Discovery solutions on the ServiceNow platform. This role partners closely with infrastructure, application, security, and platform teams to improve configuration data quality, enhance discovery coverage, and ensure accurate, reliable service mapping across the enterprise. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Responsibilities - Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications. - Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems. - Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes. - Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed. - Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed. - Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements. - Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems. - Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning. - Lead inter-discipline, department, and group meeting discussions concerning system functionality. - Develop and manage a set of KPIs to measure and subsequently manage system effectiveness. - Monitor system activity to ensure processes are working properly. - Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Qualifications - Education: - Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required. - Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred. - Experience: - Minimum 10 years of applicable experience in a technology environment. - Experience specializing in ServiceNow CMDB, Discovery, and related automation preferred. - Licenses/Certifications: - ITIL 4 Foundation is required. - At least two Vendor specific application certifications (if offered) are strongly preferred. - ITIL 4 advanced certifications are strongly preferred. - ServiceNow CSA, ITOM, ITSM certifications preferred. - Tools & Equipment: - General office equipment. Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description The Lead ServiceNow HR Service Delivery (HRSD) Technologist is responsible for designing, developing, and supporting HR solutions on the ServiceNow platform. This role partners closely with HR stakeholders, platform teams, and process owners to deliver secure, scalable, and user-friendly HR services that improve employee experience and operational efficiency. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Responsibilities - Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications. - Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems. - Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes. - Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed. - Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed. - Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements. - Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems. - Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning. - Lead inter-discipline, department, and group meeting discussions concerning system functionality. - Develop and manage a set of KPIs to measure and subsequently manage system effectiveness. - Monitor system activity to ensure processes are working properly. - Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Qualifications - Education: - Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required. - Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred. - Experience: - Minimum 10 years of applicable experience in a technology environment. - Experience specializing in ServiceNow CSM, HRSD preferred. - Licenses/Certifications: - ITIL 4 Foundation is required. - At least two Vendor specific application certifications (if offered) are strongly preferred. - ITIL 4 advanced certifications are strongly preferred. - ServiceNow HRSD, CSA certifications preferred. - Tools & Equipment: - General office equipment. Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description The Lead ServiceNow IRM/GRC Technologist is responsible for designing, developing, and supporting Integrated Risk Management solutions on the ServiceNow platform. This role partners with risk, compliance, audit, security, and IT stakeholders to automate governance processes, improve risk visibility, and ensure compliance with regulatory and internal control requirements. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Responsibilities - Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications. - Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems. - Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes. - Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed. - Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed. - Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements. - Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems. - Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning. - Lead inter-discipline, department, and group meeting discussions concerning system functionality. - Develop and manage a set of KPIs to measure and subsequently manage system effectiveness. - Monitor system activity to ensure processes are working properly. - Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Qualifications - Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required. - Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred. - Minimum 10 years of applicable experience in a technology environment. - Experience specializing in ServiceNow CSM, ITSM, ITOM, IRM preferred. - ITIL 4 Foundation is required. - At least two Vendor specific application certifications (if offered) are strongly preferred. - ITIL 4 advanced certifications are strongly preferred. - ServiceNow IRM, ITOM, ITSM, CSM certifications preferred. - General office equipment. Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

Role Description This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). Responsible for the oversight of the administration, design, operation, and optimization of the organization’s Identity and Access Management solutions. Ensure IAM solutions meet enterprise security, compliance, and business requirements. Manage a team of technical and serve as the primary escalation point for complex technical issues. Lead cross-functional engagement and collaboration with both technical and business stakeholders to deliver efficient and secure management of user identities, accounts, and access across the organization. Leads the refinement and maintaining compliance with security policies, driving process improvements, and supporting organizational objectives through the implementation of technical solutions. Responsibilities - Provide oversight to a team of identity professionals, ensuring the delivery of high-quality solutions and meeting performance goals through regular one-on-one meetings, team meetings, and performance reviews to foster professional development and address team needs. - Oversee and manage team schedules, work queues, projects, allocation of tasks, and maintaining adequate coverage for 24/7 operations. Serve as the escalation point for highly complex or high-priority identity issues, ensuring timely and secure resolutions. - Oversee IAM systems and monitor essential KPI’s and metrics for workflow solutioning, ensuring the adherence to established organizational policies, standards, and requirements for design, implementation, integration, enhancement, audit and compliance, and request/incident management. - Identify opportunities to drive innovation and continuous improvements by optimizing systems and workflows, improving efficiency, and reducing risk while coordinating with IAM teams, IT, and other business units to ensure seamless Identity and Access Management processes and experiences. - Develop and maintain internal and external team documentation such as policy, standards, guidelines, standard operating procedures (SOPs), workflow documentation, diagrams, end-user training materials, and job aids for IAM-related tasks to deliver consistent and scalable experiences. - Participate in periodic access reviews, audits, and role certifications to maintain accurate access control records. - Analyze identity system and process trends for inefficiencies and risks; develop appropriate plan of actions and milestones for remediation or report potential issues to the appropriate teams. - Participate in Implementation / Deployment / Documentation projects as assigned. - Function as a liaison between the IAM teams, Identity Operations team, stakeholders, and end users, ensuring regular clear and effective communication regarding identity-related issues, identity management updates, policy changes, and process improvements to relevant stakeholders. - Participate in on-call rotation, provide evening and weekend support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. Qualifications - A Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering, or related field is required. - Minimum 6 years’ experience in Identity and Access Management or related field, with demonstrated expertise in IAM platforms and technologies, core IAM principles (least privilege, PAM, lifecycle management), directory services, authentication and authorization, RBAC, compliance initiatives, and IAM architecture, ports, and protocols required. - Minimum 2 years’ leadership and/or management experience, including demonstrated success leading technical projects with multi-person or cross functional team leadership required. - Previous experience with IAM platforms, solutions, and technologies (SailPoint, BeyondTrust, Saviynt, Delinea, ForgeRock, Ping Identity, Okta, CyberArk, Duo, Entra, Active Directory, etc.) required. - IAM, cybersecurity, or similar certification is preferred. Requirements - General Office Equipment Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

This position offers a base salary range of $95,351 - $158,922 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). OVERVIEW Responsible for advanced design, administration, operation, and support of Identity and Access Management systems, integrations, and processes. Serve as a subject matter expert for Identity and Access Management practices while providing an escalation point and technical mentorship for junior team members. Lead technical projects, building scalable and complex automations, and integrations, between multiple systems and applications at the enterprise level. Design and implement custom IAM integrations, enhancements, and ensure adherence to governance, compliance, and business requirements. Lead engagement and collaboration with IAM teams and cross-functional stakeholders to deliver technical solutions that meet business and security requirements. Lead policy and standard refinement while managing lifecycles, access controls, and advanced configurations with area leadership. RESPONSIBILITIES (other duties may be assigned) 1. Lead the implementation of large-scale complex IAM projects, including new system rollouts, migrations, and upgrades to provide high-quality technical expertise in Identity and Access Management solutions that enhance security and operational efficiency by designing mitigations for compliance gaps and identity threats. 2. Act as the senior technical resource and escalation point for IAM-related issues and challenges, complex or high-priority identity issues, and mentor junior team members to develop skills and capabilities. 3. Drive innovation through the development of new integrations and workflows. 4. Collaborate with senior members and leadership to ensure IAM systems support the organization’s long-term security and IAM strategy, in measuring and monitoring essential KPIs and metrics. 5. Design and enhance workflows while coordinating with IAM teams, IT, and other business units to ensure seamless Identity and Access Management processes and experiences. 6. Lead the development, documentation, and refinement of IAM technical records such as standard operating procedures (SOPs), workflows, diagrams, end-user training materials, and job aids for identity and access tasks ensuring alignment with security, compliance, and governance standards. 7. Participate in IAM Implementation / Deployment / Documentation projects, providing technical input and executing assigned deliverables as required. 8. Ensure solutions and completion of Identity and Access Management tasks comply with organizational security policies, regulatory requirements, and audit standards. 9. Monitor identity systems, processes, and trends reporting potential issues or remediations to the appropriate teams. 10. Participate in on-call rotation, provide evening and weekend support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered. Two years of experience is equivalent to one year of college/trade school) Education • Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering, or related field is required. Experience • Minimum 5 years’ experience in Identity and Access Management or related field, with demonstrated expertise in IAM platforms and technologies, core IAM principals (least privilege, PAM, lifecycle management), directory services, authentication and authorization, RBAC, compliance initiatives, and IAM architecture, ports, and protocols required. • May utilize SailPoint, BeyondTrust, Saviynt, Delinea, ForgeRock, Ping Identity, Okta, CyberArk, Duo, Entra, Active Directory, etc • Minimum 1 year experience in a role leading IAM engineering and integration initiatives, including proven experience with Windows, Linux, and appliance network and server administration with minimal supervision and guidance required. Licenses/Certifications • IAM, cybersecurity, or similar certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). This position offers a base hourly range of $23.72 - $43.14 per hour, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Support the governance and compliance aspects of the Identity and Access Management (IAM) Program across the organization. Assist with and perform access certifications, role management, analyze user and access data, generate reports, and ensure adherence to IAM policies and standards throughout the organization’s information and technology environment. Collaborate with IAM team members and cross-functional business units to maintain secure and efficient IAM practices and processes. RESPONSIBILITIES (other duties may be assigned) 1. Generate and perform routine access certifications, assisting and maintaining certification processes and flows; serve as an initial technical resource to certifiers and escalating as needed. 2. Analyze user and access data, identifying trends, risks, and anomalies; generate reports and escalate findings as needed. 3. Participate in role management processes, such as role mining, role definitions, and access control structure optimization. 4. Collaborate with team members and stakeholders to address IAM-related questions and issues in relation to department, team, or technology projects. Assist in the analysis of IAM integrations and provide senior members with supporting artifacts. 5. Assist in documenting and refining IAM policies and workflows under guidance. 6. Develop and maintain team documentation such as standard operating procedures (SOPs), workflows, diagrams, end-user training materials, and job aids for identity and access tasks to deliver consistent and scalable experiences. 7. Participate in IAM Implementation / Deployment / Documentation projects as assigned. 8. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered. Two years of experience is equivalent to one year of college/trade school) Education • Associate’s degree in Computer Science, Management Information Systems, Computer Engineering, or related field is required; or Associates degree in another field of study which includes courses in computer programming, systems analysis, system development, or systems engineering is preferred. Experience • Minimum of 1 year of experience in Identity and Access Management or related field with exposure to IAM governance platforms, solutions, and technologies (SailPoint, Saviynt, ForgeRock, Ping Identity, Okta, Entra, etc.) required • Demonstrate understanding of IAM principles and core concepts such as least privileged, access control models, and lifecycle management required • Experience with service management and reporting tools (ServiceNow, Jira, ManageEngine, etc.) preferred. • Familiarity of compliance frameworks (NIST, ISO, CIS, PCI-DSS, etc.) preferred. Licenses/Certifications • IAM, cybersecurity, governance or similar certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

This position offers a base salary range of $102,039.00 - $170,068.00 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Responsible for I&T services throughout their lifecycle and defining the service roadmap that aligns with visions and defined goals of Business owners. Maintains accountability for multiple services at once and is responsible for delivering services at agreed upon levels, maintaining customer relationships, and aligning services with business and security needs. RESPONSIBILITIES (other duties may be assigned) 1. Develop and promote multiple strategies, policies, and practices within IT Service Management (ITSM), as assigned, to include but not limited to Service Reporting, Service Level Management, Service Vendor Engagement & Management, Asset Management, Configuration Management, Transition Planning & Support, Continual Service Improvement. Includes strategies, policies, and practices for assigned IT Services. 2. Responsible for defining services agreements and working with Product Management and ITSM teams to deliver services that meet those SLAs. Keep up to date on industry and technology trends, recommending new service improvements to the team. 3. Create and maintain the service roadmap, incorporating economic outcomes, industry and technology trends, technical input, and user feedback. Initiate new services, oversee service production transition, and ensure ongoing maintenance of services to provide end to end lifecycle management of services. 4. Collaborate with ITSM Management team in service strategy creation, roadmap creation, and management of processes and work plans. Utilize expert level understanding of the strategic product roadmap of the business and articulate the impacts its objectives would have on IT service requirements going forward. 5. Responsible for the status of service health and associated KPIs, metrics, and trends. Generate and analyze support data, reports, and metrics to identify opportunities for service improvement. Implement service improvement plans where IT Services for specific groups or departments have degraded in stability or quality. 6. Prepare and approve communications for service changes and maintenance; coordinate internal communications for operational staff. 7. Lead Collaboration with product delivery teams and stakeholders to ensure appropriate scheduling and understanding of upcoming rollouts, releases, upgrades, and critical processing periods to be considered as part of the wider IT Service Delivery planning process. 8. Provide expert level guidance and mentorship to less experienced Service Owners in all aspects of the Service Ownership process. 9. Participate in the creation and maintenance of the ITSM Service “Community of Practice” processes, templates, and procedures; Represent the service across the organization; identify and mitigate business and security risks associated with the service. 10. Responsible for negotiating SLAs and OLAs for the service; participate in service review meetings. 11. Proactively manage risks and issues through communication and working with Product Management teams on problems and rollouts. 12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education • Bachelor’s degree in any field with courses in Business, Computer Science, Information Systems, or related field is required • Bachelor’s degree in Business, Computer Science, or Information Systems is preferred Experience • Minimum 7 years’ experience in a technology environment is required.• Minimum 4 years’ experience in IT Service Management, Project Management, or Business Leadership is required. Licenses/Certifications • ITIL or HDI certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.