Analyst Production Services

OneMain Financial; Salt Lake City (UT); On-site; USD 85,000 - 120,000; Full time

Job summary

OneMain Financial is seeking an experienced Problem Management role to drive RCA sessions, root cause analysis, and cross-functional coordination after major incidents. You will manage problem tickets, perform trend analysis, and update SOPs while mentoring the team.

The role requires 1-3 years in a tech environment, ITIL familiarity, and strong communication. Expect collaboration with L2/L3 teams, Monitoring Analysts, and incident responders in a fast-paced setting.

Qualifications

• 1-3 years of experience in a technology-focused organization.
• Foundational knowledge of application and infrastructure technologies.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred ITIL certification or training.
• Extensive experience in Problem and Incident Management.

Responsibilities

• Schedule and facilitate formal RCA sessions after major incidents.
• Maintain problem tickets and ensure timely closure with action items.
• Provide trend analysis and domain-level insights on open and aging issues.
• Mentor team members in root cause analysis and corrective actions.
• Support high-risk releases with test case creation and UAT participation.

Skills

Analytical mindset

Strong communication

Problem solving

Education

Associate degree

Tools

Visio

Excel

Word

PowerPoint

Outlook

Job description

In the Role

Ensure all closed incidents within the assigned scope have a corresponding problem ticket. Schedule and facilitate formal Root Cause Analysis (RCA) sessions following the resolution of major incidents (P1, P2, P3). Invite all relevant stakeholders involved in incident response and resolution (e.g., L2/L3 teams, Monitoring Analysts, Incident Commanders, Scribes, Infrastructure, Network, Help Desk). Conduct RCAs within established SLA timelines. Perform detailed problem analysis for all problem tickets within the assigned domain. Apply critical thinking techniques such as the “5 Whys” to identify root causes. Prioritize tickets based on incident severity (P1, P2, P3, P4). Assign action items and partner with cross-functional teams to ensure closure, including:

• Resolving underlying technical root causes
• Addressing process gaps and training needs
• Enhancing logging, monitoring, and alerting to improve early detection and resolution
• Identifying and remediating similar or related issues
• Capturing long-term improvement opportunities
• Updating SOPs and knowledge management documentation
• Define and implement temporary workarounds until permanent resolutions are in place

Manage reporting on open, aging, and recurring problems, as well as recently closed issues. Provide categorization, trend analysis, and domain-level insights. Facilitate review meetings to drive accountability and progress toward closure. Build and maintain knowledge management resources, including creating and curating articles to support self-service and operational efficiency. Proactively identify problems through trend analysis of incidents and monitoring data. Open and manage problem tickets as needed, ensuring follow-through to resolution. Provide leadership and guidance to cross‑functional teams in root cause identification, corrective action planning, and execution. Mentor and coach members of the Problem Management function. Recommend improvements to mature Problem Management practices and, upon leadership alignment, help drive implementation of those enhancements. Support high‑risk releases by assisting development teams in creating effective test cases to ensure business requirements are met. Participate in User Acceptance Testing (UAT) and regression testing to prevent incidents or identify issues prior to release. Support and/or execute code releases as needed.

Requirements

• 1-3 years of experience in a technology-focused organization
• Strong analytical mindset with the ability to understand complex concepts
• Foundational knowledge of application and infrastructure technologies
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Suite (Visio, Excel, Word, PowerPoint, Outlook)
• Ability to manage multiple priorities in a fast‑paced environment
• Demonstrated ability to build and maintain positive relationships with customers and team members
• Strong problem‑solving skills, with the ability to analyze and break down complex issues
• Sound judgment and decision‑making skills to identify and resolve problems effectively
• High attention to detail with a focus on accuracy
• Ability to conduct research and communicate effectively with stakeholders, addressing questions and concerns
• Preferred ITIL certification or completion of ITIL training
• Extensive experience in Problem Management and Incident Management
• Experience using OneMain Auto applications (Bedrock, UDrive, Foursight, OMF Auto, Topaz, and Lapis)
• Associate degree may be considered in lieu of OneMain Auto application experience

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well‑being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards, and other products help people borrow better and work toward a brighter future. In our more than 1300 community branches and across the U.S., team members help millions of customers solve critical financial needs, including debt consolidation, home and auto repairs, medical procedures and extending household budgets. We meet customers where they want to be – in person, by phone and online. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.