Incident Management Analyst

PAYCO The Clearing House Payments Company L.L.C.; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

The Clearing House Payments Company L.L.C. is seeking an Incident Management Analyst to coordinate incidents from identification to resolution, ensuring timely escalation and clear ownership across Service, Operations, Technology, and Risk teams.

This hands-on role emphasizes post-mortems, follow‑ups, and continuous improvement, requiring strong ownership, communication, and organizational skills to manage time‑sensitive events and ensure consistent incident handling.

Qualifications

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time‑sensitive environment.
• Strong analytical and problem‑solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non‑technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross‑functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately escalate issues.

Responsibilities

• Incident Management Execution: coordinate incidents from identification through resolution and closure, engaging stakeholders and tracking actions.
• Post‑Mortem and Follow‑Up Activities: prepare post‑mortems within two‑week target, document contributing factors and actions.
• Process, Reporting and Team Support: maintain records, metrics, escalate risks, and support continuous improvement.

Skills

Incident management

Cross-functional coordination

Analytical thinking

Communication skills

Documentation

Tools

ServiceNow

Job description

Position Summary

The Incident Management Analyst is responsible for the day-to-day execution of Incident Management activities within the Service organization. This is a hands-on individual contributor role responsible for coordinating incidents from identification through resolution and closure, completing post-mortem activities, tracking follow‑up actions, and supporting continuous improvement of the Incident Management process. This role works closely with Service, Operations, Technology, Product, Risk, and other stakeholders to ensure incidents are managed consistently, timely, and in accordance with established procedures. The role requires strong ownership, communication, organization, and the ability to coordinate activities across multiple teams during time-sensitive events.

About The Clearing House

The Clearing House Payments Company L.L.C. is a bank‑owned industry utility that shapes the payments landscape and provides infrastructure for safe, reliable, and efficient payments. We see an economy where everyone is connected and a future where modern payments make life easier. The Clearing House operates four payment systems: a high‑value wire‑transfer system (the CHIPS® network), the country’s first and largest instant payments system (the RTP® network), an automated clearinghouse network (the EPN® network), and a check image exchange network (the Image Exchange Network). TCH also operates a bank account number tokenization service, runs a payments association known as the TCH Payments Authority, and maintains the rules for private‑sector check image exchange through its ECCHO® business line.

Key Responsibilities

Incident Management Execution Coordinate incidents from identification through resolution and closure, ensuring appropriate stakeholders are engaged and actions are clearly assigned and tracked. Facilitate incident calls as appropriate, maintaining focus on impact assessment, restoration of service, client considerations, and timely escalation. Ensure incidents are appropriately classified, documented, communicated, and managed in accordance with established Incident Management procedures. Maintain accurate and timely incident records, including event timelines, impacts, key decisions, actions, and resolution details. Partner across Service, Operations, Technology, Product, Risk, and other functions to drive effective incident resolution and ensure client and operational impacts are appropriately identified. Support the development of timely and accurate internal, executive, and client‑facing incident communications as required.

Post‑Mortem and Follow‑Up Activities Prepare and complete incident post‑mortems within the established two‑week target, working with business and technology stakeholders to ensure contributing factors, impacts, and lessons learned are appropriately documented. Ensure corrective and preventative actions are clearly documented, assigned, and tracked through completion. Proactively follow up on outstanding information and actions required to complete incident documentation and post‑mortems. Identify recurring incident themes and opportunities to strengthen processes, controls, monitoring, and procedures. Support implementation of improvements identified through incidents and post‑mortem reviews.

Process, Reporting and Team Support Maintain Incident Management records, procedures, templates, and supporting documentation. Support preparation and validation of Incident Management metrics and reporting. Escalate risks, delays, recurring issues, or other matters requiring additional attention to the Team Lead or Service leadership. Participate in audit, risk, regulatory, and governance activities involving Incident Management as needed. Share knowledge and lessons learned with other team members and contribute to consistent application of Incident Management practices. Support other Incident Management priorities and continuous improvement initiatives as assigned.

Qualifications

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time‑sensitive environment.
• Strong analytical and problem‑solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non‑technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross‑functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately escalate issues.

Preferred Qualifications

• Experience within financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment.
• Knowledge of formal Incident Management frameworks and practices.
• Experience preparing post‑mortems, root‑cause documentation, incident summaries, or similar materials.
• Experience with ServiceNow or comparable IT service management platforms.

Key Competencies

• Ownership and accountability – takes responsibility for assigned incidents and deliverables through completion.
• Execution discipline – maintains focus on deadlines, follow‑up, documentation, and closure.
• Sound judgment under pressure – remains organized and effective during time‑sensitive incidents.
• Collaboration and influence – works effectively across teams and drives necessary actions without direct authority.
• Analytical thinking – identifies key issues, patterns, and opportunities for improvement.
• Clear communication – communicates complex operational and technical information clearly and concisely.
• Attention to detail – produces accurate, complete, and timely incident documentation.
• Continuous improvement – applies lessons learned to strengthen Incident Management processes and practices.

Physical Demands and Work Environment

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Candidates will report to the office up to three days each week. Onsite work requirements may change at any time.

The Clearing House operates U.S‑based payments networks that clear and settle more than $2 trillion each day through wire, ACH, check image, and real‑time payments. It is the nation’s most experienced payments company, with a long track record of providing secure and reliable systems, payments innovation, and strategic thought leadership to financial institutions. In2017, The Clearing Houserevolutionized U.S. payments by introducing the RTP® network, which supports the immediate clearing and settlement of payments, along with the ability to exchange related payment information across the same secure channel. These RTP capabilities enable all financial institutions to offer safer, faster, and smarter digital transaction services for their corporate and retail customers. Learn more at www.theclearinghouse.org.