Senior Incident & Problem Manager (RCA & ITIL)

Alliance Data Systems, Inc.; Town of Easton (WI); On-site; USD 101,000 - 161,000; Full time

Job summary

Bread Financial is seeking a Senior Incident and Problem Management Analyst to lead Major Incidents and RCA efforts, aligning to ITIL-adapted practices. You will define KPIs, develop analytic materials, and drive continuous process improvements across the organization.

Responsibilities include monitoring SLAs, guiding weekly change meetings, mentoring teammates, and delivering targeted communications to brand partners and internal stakeholders.

Qualifications

• 5-8 years of experience in Incident/Problem Management, ITIL or ITSM, and ServiceNow.
• Cloud certification AWS/Azure/GCP or equivalent is preferred.
• Strong facilitation skills and experience with brand or customer communications.
• Ability to analyze data, define KPIs, and drive process improvements.

Responsibilities

• Participate in incident and problem management processes; monitor KPIs and perform trend analysis.
• Collaborate with Change Manager and vendors to ensure RCA is performed and addressed.
• Analyze and report on Incident and Problem SLA adherence; support Change control meetings.
• Mentor analysts, develop and enhance procedures, and drive continuous improvement.
• Identify opportunities to improve communications, processes, and tools for the IT organization.
• Prepare monthly incident, problem, and availability reporting and craft communications.

Skills

ITIL

Data Analytics

ITSM

Process Improvement

MS Office

Reports

Incident Management

Problem Management

Education

Bachelor’s Degree in Information Systems/IT/CS

High School Diploma or GED

Tools

ServiceNow

Job description

Bread Financial is seeking a Senior Incident and Problem Management Analyst to lead Major Incidents and RCA efforts, aligning to ITIL-adapted practices. You will define KPIs, develop analytic materials, and drive continuous process improvements across the organization.

Responsibilities include monitoring SLAs, guiding weekly change meetings, mentoring teammates, and delivering targeted communications to brand partners and internal stakeholders.