Senior Incident and Problem Management Analyst

Bread Financial • Columbus, OH

5d • Onsite

About The Position

The Senior Incident and Problem Management Analyst joins the team responsible for overseeing major incidents and related problem root cause analysis. The role ensures incident and problem practices align with defined processes and procedures, using ITIL practices adapted for Bread Financial. It also helps define, implement, and regularly report on key performance indicators. The position requires analytical skills, business process design, facilitation, coaching and feedback, development of training materials, and driving continuous process improvement.

The analyst participates in incident and problem management, monitors performance metrics, analyzes trends, supports change control, and produces incident, problem, and availability reports. The role also mentors other analysts, develops and improves team procedures, and prepares clear internal and external communications about major incidents that affect or could affect brand partners and Customer Care Centers.

The position is onsite at the Easton campus, Monday through Friday, with working hours of 7:00 a.m. to 3:00 p.m. EST. The role reports to a Manager and above and has no direct reports.

Requirements

• High school diploma or GED.
• One cloud certification: AWS Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Digital Leader.
• 5–8 years of experience in Incident/Problem Management, Security Operations, facilitation, ITIL or ITSM processes, and ServiceNow.
• 5–8 years of facilitation skills.
• Work experience demonstrating a strong understanding of common technology processes and tools.
• Experience with brand or customer communications.
• Experience with ITIL or ITSM processes.

Nice To Haves

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

Responsibilities

• Participate in incident and problem management processes to support immediate response to potential business disruptions and conduct root cause analysis after recovery.
• Monitor key performance metrics and perform trend analysis to identify operational opportunities.
• Work with the Change Manager and third-party vendors to ensure policies and processes are followed and root cause analyses are performed and addressed.
• Analyze and report on Incident and Problem SLA adherence, including data, metrics, and KPIs that may indicate outage trends and opportunities to improve availability of key business services.
• Act as a backup resource for the Information Technology Change Control process.
• Assist with managing changes submitted, reviewed, and approved each week, including providing oversight during weekly Change meetings to identify conflicts between technical changes scheduled in the same change windows.
• Mentor other analysts on understanding client and business impact and creating appropriate communications.
• Lead development of new procedures and enhancement of existing procedures for the group.
• Identify opportunities to improve communications across the wider IT organization.
• Drive continuous improvement in incident and problem management processes, technology, and communications with brands and internal business partners, collaborating with stakeholders and assessing their feedback.
• Prepare monthly Incident, Problem, and availability reports, as well as ad hoc reports and analysis.
• Write and articulate effective internal and external communications for major incidents that affect or could affect brand partners or Customer Care Centers.

Benefits

• Medical, prescription drug, dental, vision, and other voluntary benefits for eligible associates and their eligible dependents.
• Basic and optional life insurance.
• Supplemental medical plans.
• Short- and long-term disability coverage.
• Six weeks of 100% paid parental leave for eligible parents after a 180-day waiting period.
• 401(k) plan enrollment available immediately after hire.
• 11 paid holidays.
• Flexible Time Off (FTO) program.
• Paid Sick and Safe Time, with amounts varying by location.
• Illinois Paid Leave for associates located in Illinois.
• Opportunity to purchase company stock during offering periods in June and December.
• Annual incentive bonus based on individual and company performance.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED