Senior Incident and Problem Management Analyst at Bread Financial in Columbus, OH

Job description

Every career journey is personal. That's why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here. Job Summary The Senior Incident and Problem Management Analyst will join the team which is 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. 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. - (20%) Works with the Change Manager and third party vendors to ensure policies and processes are followed and root cause analysis (RCA) is performed and addressed. - (15%) Responsible for analyzing and reporting on Incident and Problem SLA adherence. Detailed analysis of data, metrics and KPI’s that give indication of possible trends in outages with a focus on improving system availability for all key business services. Act as a backup resource to the Information Technology Change Control process. - (15%) Assist in managing the changes that are being submitted, reviewed, and approved each week of the calendar year. This includes providing oversight during the weekly Change meetings to ensure that there are no conflicts between multiple technical changes that are being scheduled within the same change windows. - (15%) Act as Mentor to other analyst on the team assisting them with understanding client/business impact and creating proper communications as needed. Take the lead on developing new, and enhancing existing, procedures to be used by the entire group. Look for continuous improvement opportunities to look for ways for the larger IT organization to improve their overall approach to communications. - (10%) Responsible for identifying and driving continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners. This includes collaborating with stakeholders and assessing feedback from them to determine appropriate changes to make for the overall communications policies. - (15%) Responsible for monthly Incident, Problem and availability reporting as well as ad hoc reports and analysis. 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. - (10%) Minimum Qualifications High School Diploma or GED 1 cloud certification- AWS cloud practitioner, Microsoft Azure Fundamentals or Google Cloud- Cloud Digital Leader 5-8 years of experience in Incident/Problem Management, Security Operations, facilitation experience, ITIL or ITSM processes and ServiceNow. 5-8 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. Preferred Qualifications Bachelor’s Degree in Information Systems, Information Technology, Computer Science or related field of study. ITIL V3 or V4 certification 8-10 years of experience in Incident/Problem Management, Security Operations, facilitation experience, ITIL or ITSM processes and ServiceNow. Skills Information Technology Infrastructure Library (ITIL) Process