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Job Summary

IT Incident and Problem Management - Sr Analyst:
The incident and problem management team is a group responsible for the oversite of all Major Incidents and Problem RCA efforts related to them. This encompasses ensuring that our incident and problem practice is being followed by all associates and helping educate where necessary. This includes analyzing daily operational activities related to these practices. Responsibilities for this role include analytic skills, working across organizational boundaries to facilitate incident troubleshooting and identification of root cause for problem efforts. Ensuring permanent solutions are identified, documented in our system of record (ServiceNow) and implemented following documented change procedures and policies. Proven written and oral communication and ability to create necessary dashboards/reports to measure performance metrics.

Perform proactive trend analysis of incidents to drive Problem Management. This includes identifying areas of opportunity to reduce or eliminate the risk of incident recurrence by ensuring preventative and corrective measures are implemented. We are looking for individuals who are passionate about leading, problem solving, quality, and truly enjoy what they do. To be successful in this role, the individual will need to build respect and excellent working relationships with multiple teams within the organization.

IT Incident and Problem Management - Specialist:
The incident and problem management team is a group 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. Proven written and oral communication and collaborate skills necessary to be successful.

Perform and/or management of root-cause analysis and proactive trend analysis to ensure Problem Management is executed for Major Incidents. This includes identifying areas of opportunity to reduce or eliminate the risk of incident recurrence by ensuring preventative and corrective measures are implemented. We are looking for individuals who are passionate about leading, problem solving, quality, and truly enjoy what they do. To be successful in this role, the individual will need to build respect and excellent working relationships with multiple teams within the organization.

IT Incident and Problem Management - Sr Analyst

Essential Job Functions

• Participates in incident management to provide immediate response to business disruptions and post-recovery analysis. - (45%)

• Manages root-cause analysis and trend analysis to prevent incident recurrence. - (35%)

• Analyzes Incident and Problem SLA adherence and trends in system outages. - (5%)

• Manages reporting and communication for major incidents affecting brand partners and Customer Care Centers. - (15%)

Minimum Qualifications

• High School Diploma

• 2+ years in Incident/Problem Management, Security Operations, or related field.

• 2+ years of facilitation experience.

• 2+ years of experience with ITIL or ITSM processes.

• 2+ years of experience with ServiceNow.

Preferred Qualifications

• ITIL V3 or V4 certification -

• Advanced certifications in ITIL or project management. -

• Leadership experience in technology operations.

• Proven track record of process improvement contributions.

Skills

• Data Analytics

• Problem Solving

• IT Infrastructure Operations

• Time Management

• Critical Thinking

• Active Listening

• Incident Management

• Major Incident Management

Reports To: Manager and above

Direct Reports: 0

Work Environment

• This role is expected to be in office full time in the Easton location and is shift based.

• 1st Shift Schedule: 7:00am - 3:00pm EST

• 100% On-site.

• Normal office environment.

• Occasional on-call responsibilities.

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

IT Incident and Problem Management - Specialist

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.

• 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.

• Technology: 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. 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

• Growth & Development: 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.

• Process Improvement: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 and procedures that are used by the entire team

• Reporting & Communication: 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. The analyst will need to assess each individual incident situation and determine the appropriate communication that is required. These communications need to translate technical language into business appropriate messages that are brief, to the point, and that provide the necessary level of information to all clients and internal business partners.

Reports to: Manager, Incident & Problem Management

Direct Reports: None

Working Conditions/ Physical Requirements:

• This role is expected to be in office full time in the Easton location and is shift based.

• 1st Shift Schedule: 7:00am - 3:00pm EST

• 100% On-site.

• Normal office environment.

• Occasional on-call responsibilities.

This role requires an understanding of infrastructure, design and architecture, general IT concepts and a working understanding of cloud based computing/networking.

Minimum Qualifications:

• Five or more years of experience in Incident/Problem Management, Security Operations, Public/Private Sector Operations Center, or other related industry

• Five or more years of facilitation skills required

• 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.

• Excellent Organizational skills

• Excellent verbal & written skills; Able to communicate effectively with multiple levels (to includes senior level executives) across the organization and externally

• Strong Customer Service experience and understanding of technologies utilized at Bread Financial

• Experience working in a team-oriented, collaborative environment

• ITIL V3 or V4 certification preferred

• Project management experience is desirable

• Strong technical aptitude

• Strong understanding of IT infrastructure

• Experience with ServiceNow tool

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.

Typical Starting Range:

$79,500.00 - $144,100.00

Full Salary Range for position:

California: $91,500.00 - $180,100.00

Colorado: $79,500.00 - $151,300.00

New York: $87,500.00 - $180,100.00

Washington: $83,500.00 - $165,700.00

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.

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.

About Bread Financial

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.

Job Family:

Information Technology

Job Type:

Regular