Senior Incident and Problem Management Analyst

Job Summary

The Senior Incident and Problem Management Analyst will join the team which is responsible for the oversite of all Major Incidents and Problem RCA efforts related to them. This encompasses ensuring that our incident and problem practice aligns to our defined processes and procedures utilizing ITIL practices adapted for Bread Financial. This includes ensuring clear Key Performance Indicators are defined, implemented and reported against at a set interval. Responsibilities for this role include detailed analytic skills, business process design, facilitation, coaching and feedback, development of training documents and materials and the ability to drive continuous process improvement.

Essential Job Functions

• Participates in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post recovery. Monitors key performance metrics and performs trend analysis to identify operational opportunities. - (20%)
• Works with the Change Manager and third party vendors to ensure policies and processes are followed and root cause analysis (RCA) is performed and addressed. - (15%)
• Responsible for analyzing and reporting on Incident and Problem SLA adherence. Detailed analysis of data, metrics and KPI’s that give indication of possible trends in outages with a focus on improving system availability for all key business services. Act as a backup resource to the Information Technology Change Control process. - (15%)
• Assist in managing the changes that are being submitted, reviewed, and approved each week of the calendar year. This includes providing oversight during the weekly Change meetings to ensure that there are no conflicts between multiple technical changes that are being scheduled within the same change windows. - (15%)
• Act as Mentor to other analyst on the team assisting them with understanding client/business impact and creating proper communications as needed. Take the lead on developing new, and enhancing existing, procedures to be used by the entire group. Look for continuous improvement opportunities to look for ways for the larger IT organization to improve their overall approach to communications. - (10%)
• Responsible for identifying and driving continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners. This includes collaborating with stakeholders and assessing feedback from them to determine appropriate changes to make for the overall communications policies. - (15%)
• Responsible for monthly Incident, Problem and availability reporting as well as ad hoc reports and analysis. Writing and articulating effective internal and external communications for any/all Major incidents that have impact (or the potential to cause impact) to any of our brand partners and/or our Customer Care Centers. - (10%)

Minimum Qualifications

• High School Diploma or GED
• 1 cloud certification- AWS cloud practitioner, Microsoft Azure Fundamentals or Google Cloud- Cloud Digital Leader
• 5-8 years of experience in Incident/Problem Management, Security Operations, facilitation experience, ITIL or ITSM processes and ServiceNow.
• 5-8 years of facilitation skills.
• Work experience that demonstrates a strong understanding of common technology processes and tools, experience with brand or customer communications, experience with ITIL or ITSM processes.

Preferred Qualifications

• Bachelor’s Degree in Information Systems, Information Technology, Computer Science or related field of study.
• ITIL V3 or V4 certification
• 8-10 years of experience in Incident/Problem Management, Security Operations, facilitation experience, ITIL or ITSM processes and ServiceNow.

Skills

• Information Technology Infrastructure Library (ITIL)
• Process Improvement Plans
• IT Service Management (ITSM)
• Data Analytics
• IT Infrastructure Operations
• Microsoft Office

Reports To: Manager and above

Direct Reports: 0

Work Environment

• On site at the Easton campus Monday - Friday
• Working hours 7:00am - 3:00pm EST

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Move/Traverse
• Reaching
• Standing
• Transport/Lifting

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Salary Range (unless otherwise noted below):

$100,800.00 - $161,300.00

Full Salary Range for position:

California: $115,900.00 - $201,600.00 Colorado: $100,800.00 - $177,400.00 New York: $110,900.00 - $201,600.00 Washington: $110,900.00 - $185,500.00 Maryland: $110,900.00 - $177,400.00 Washington DC: $115,900.00 - $185,500.00 Illinois: $100,800.00 - $177,400.00 New Jersey: $115,900.00 - $185,500.00 Vermont: $100,800.00 - $161,300.00 Ohio: $100,800.00 - $161,300.00 Maine: $100,800.00 - $161,300.00 Connecticut: $110,900.00 - $177,400.00 Virginia: $100,800.00 - $161,300.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

You must be work authorized in the United States on a full time basis without the need for any sponsorship now or in the future from any employer or organization. The Company cannot offer employment to F-1 (student) visa holders.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.  New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period).  Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period.   Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

Job Family:

Information Technology

Job Type:

Regular