IT Incident and Problem Management Sr Analyst

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Job Summary

The Incident and Problem Management Team is responsible for overseeing all Major Incidents and Problem RCA efforts. This includes ensuring compliance with our incident and problem practices, educating associates, and analyzing daily operational activities. The role demands strong analytical skills, cross-organizational collaboration, and a commitment to identifying and implementing permanent solutions.

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

• Working days: Monday, Thursday, Friday, Saturday, Sunday

• 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

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.

Salary Range (unless otherwise noted below):

$79,500.00 - $144,100.00

Full Salary Range for position:

California: $91,500.00 - $180,100.00Colorado: $79,500.00 - $151,300.00New York: $87,500.00 - $180,100.00Washington: $83,500.00 - $165,700.00Maryland: $83,500.00 - $158,500.00Washington DC: $91,500.00 - $165,700.00Illinois: $79,500.00 - $158,500.00New Jersey: $91,500.00 - $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 [email protected].

Job Family:

Information Technology

Job Type:

Regular