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Senior Analyst - IT Incident and Problem Management



Columbus, OH, USA
Posted on Tuesday, June 18, 2024

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Job Summary

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.

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) are performed and addressed.

  • Technology: Responsible for researching technology incident tickets and assisting with identifying tickets that have been opened past their SLA. Determining which support areas are responsible for closure, identifying possible trends in outages and help determine which support group(s) should investigate further and conduct trend analysis. Identification and reporting of trends with a focus on improving system availability for all key business services. Support the Information Technology Change Control process by identifying areas of opportunity with Incidents and Problem activity and ensuring appropriate action taken to mature capability. Participate in the change review process as needed to support Incident and Problem management.

  • Growth & Development: Identify training opportunities to expand incident, problem and communications skills. Identify and participate in mentoring with more experienced staff to enhance business acumen and organizational familiarity.

  • Process Improvement: Participate in and help identify continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners. The analyst will participate in soliciting feedback from stakeholders and assisting in the identification of improvement opportunities.

  • Reporting & Communication: 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

Working Conditions/ Physical Requirements:

  • Normal office environment, some travel may be required.

  • This position is hybrid with an onsite schedule of 3 - 4 days per month.

  • In-office requirements are subject to change based on business need.

  • This position is currently available to candidates that reside within 60 miles of Columbus, OH.

  • Occasional on-call responsibilities

Direct Reports: None

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

Minimum Qualifications:

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

  • Two or more 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.

  • Excellent Organizational skills

  • Excellent verbal & written skills; Able to communicate effectively 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:

$69,900.00 - $126,600.00

Full Salary Range for position:

California: $80,400.00 - $158,300.00

Colorado: $69,900.00 - $133,000.00

New York: $76,900.00 - $158,300.00

Washington: $73,400.00 - $145,600.00

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

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.

  • 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: