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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.

• 2nd Shift Schedule: 3:00pm - 11:00pm EST