Senior Incident and Problem Management Analyst

Bread Financial • Columbus, OH

6d • $100,800 - $161,300 • Onsite

About The Position

The Senior Incident and Problem Management Analyst oversees major incidents and related problem root cause analysis, ensuring the incident and problem management practice aligns with Bread Financial’s processes and procedures and uses adapted ITIL practices. The role defines, implements, and reports on key performance indicators at established intervals. It requires detailed analysis, business process design, facilitation, coaching, feedback, development of training materials, and continuous process improvement.

The analyst participates in incident and problem management, monitors metrics and trends, supports root cause analysis, and reports on service-level adherence, availability, and operational performance. The position also backs up the Information Technology Change Control process, providing oversight of weekly change reviews and identifying scheduling conflicts. It mentors other analysts, develops and improves procedures, and collaborates with stakeholders to improve incident and problem processes, technology, and communications.

The position is based on site at the Easton campus, Monday through Friday, with working hours of 7:00 a.m. to 3:00 p.m. EST. The stated general salary range is $100,800 to $161,300, with location-specific ranges varying by state. Applicants must be authorized to work in the United States full time without current or future sponsorship.

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, and experience with ITIL or ITSM processes.
• Ability to perform the essential job functions and meet the physical, mental, and work environment requirements, with reasonable accommodation where applicable.
• Authorization to work in the United States full time without the need for current or future sponsorship.

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 ensure immediate response to potential business disruptions and 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, data, metrics, and KPIs to identify outage trends and improve availability of key business services.
• Act as a backup resource for the Information Technology Change Control process.
• Assist in managing changes submitted, reviewed, and approved throughout the year, including providing oversight during weekly Change meetings to identify conflicts among technical changes scheduled in the same change windows.
• Mentor other analysts on client and business impact and appropriate communications.
• Lead development of new procedures and enhancement of existing procedures for the group.
• Identify continuous improvement opportunities for IT organization communications and for incident and problem management processes, technology, and communications with brands and internal business partners.
• Collaborate with stakeholders and assess their feedback to inform changes to communications policies.
• Prepare monthly Incident, Problem, and availability reports, as well as ad hoc reports and analysis.
• Write and articulate internal and external communications for major incidents affecting or potentially affecting brand partners and Customer Care Centers.

Benefits

• Medical insurance
• Prescription drug coverage
• Dental insurance
• Vision insurance
• Voluntary benefits, including basic and optional life insurance, supplemental medical plans, and short- and long-term disability
• Six weeks of 100% paid parental leave for eligible parents after a 180-day waiting period
• 401(k) plan, with immediate enrollment available to hired associates
• 11 paid holidays
• Flexible Time Off (FTO) program
• Paid Sick and Safe Time (PSST); Illinois associates also receive Illinois Paid Leave
• 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