The Incident and Problem Management Team oversees Major Incidents and Problem RCA efforts. This team ensures incident and problem practices are followed, educates associates where necessary, and analyzes daily operational activities related to these practices. This role involves analytical skills, cross-organizational collaboration for incident troubleshooting, and root cause identification for problem resolution. The Senior Analyst performs proactive trend analysis of incidents, creates dashboards/reports for performance metrics, and identifies opportunities to reduce incident recurrence risk through preventative and corrective measures. Building strong working relationships with multiple teams is crucial for success.
Essential Job Functions
Participate in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post 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 analysis (RCA) is performed and addressed.
Responsible for researching technology incident tickets and assist with identifying tickets that have been opened past their SLA. Determine which support areas are responsible for closure, identify possible trends in outages and help determine which support group(s) should investigate further and conduct trend analysis.
Analyze trends to enhance 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 ensure appropriate action taken to mature capability. Participate in the change reviews as needed for Incident and Problem management.
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.
Participate in and help identify continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners. Participate in soliciting feedback from stakeholders and assist in the identification of improvement opportunities.
Craft clear internal/external communications for any Major Incidents affecting brand partners or Customer Care Centers. Assess each incident situation and determine the appropriate required communication. Translate technical language into business appropriate messages that convey necessary information.
Minimum Qualifications
Bachelor’s Degree
2+ years in Incident/Problem Management, Security Operations, Public/Private Sector Operations Center, or other related industry along with experience using common technology processes and tools, experience with brand or customer communications, and/or experience with ITIL or ITSM processes.
Preferred Qualifications
ITIL V3 or V4 certification
Skills
Organizational Savvy
Communication
ServiceNow Platform
Reports To Manager and above
Direct Reports 0
Work Environment
Normal office environment. Occasional on-call responsibilities
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.
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 Financial® (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending and saving solutions to millions of U.S. consumers. Our payment solutions deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, technology, electronics, jewelry, home and specialty apparel through our co-brand and private label credit cards and pay-over-time products providing choice and value to our shared customers. Additionally, we offer Bread Financial general purpose credit cards and saving products that empower our customers and their passions for a better life.
Bread Financial proudly marks 30 years of success in 2026. To learn more about our global associates, our performance and our sustainability progress, visit breadfinancial.com or follow us on Instagram and LinkedIn
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Information Technology
Job Type:
Regular
Bread Financial provides simple, personalized payment, lending, and saving solutions.
We create opportunities for our customers and partners through digitally enabled choices that offer ease, empowerment, and financial flexibility.
