Senior Associate (B) - Fusion Center Service Operations

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Job Summary

The Senior Associate, Fusion Center Service Operations will support the daily administration and execution of IT Service Management (ITSM) and Service Operations processes. This role will assist with operational reporting, process documentation, knowledge management, service communications, and ITSM tool administration. Working under established procedures and guidance, the Senior Associate will help maintain service quality, operational consistency, and technology service reliability while supporting Change, Incident, Problem, Release, Knowledge, and Availability Management functions.

Essential Job Functions

• •Perform routine activities supporting Service Operations processes and ITIL practices. Assist with monitoring operational activities, service events, and process adherence. Escalate issues, process exceptions, and risks to appropriate team members. Support continuous improvement initiatives through data collection and documentation. - (25%)
• •Generate recurring reports and dashboards using established reporting processes. Collect, validate, and maintain operational performance data. Assist with data analysis and trend identification. Support reporting requests from operational and leadership teams. - (20%)
• •Update and maintain Service Operations tools, calendars, status pages, and records. Assist with user inquiries related to operational tools and processes. Ensure data accuracy and completeness within supported systems. Support routine configuration and maintenance activities. - (15%)
• •Create, update, and organize operational procedures, standards, and workflow documentation. Assist with maintaining training materials and job aids. Support documentation reviews to ensure content remains current and accurate. Help maintain compliance with established operational requirements. - (15%)
• •Create, edit, and maintain knowledge articles and operational reference materials. Coordinate content reviews with subject matter experts. Ensure knowledge assets are organized, accessible, and aligned to standards. Assist with knowledge-sharing and training activities. - (15%)
• •Assist with documenting requirements, testing system changes, and validating enhancements. Participate in user acceptance testing and defect tracking activities. Support implementation communications and end-user documentation. Help track enhancement requests and project deliverables. - (10%)

Minimum Qualifications

• •High School Diploma or GED.
• •One (1) cloud certification- AWS cloud practitioner, Microsoft Azure Fundamentals or Google Cloud- Cloud Digital Leader.
• •3-5 years of experience in Information Technology, Operations, Customer Support, Service Management, or related business functions.

Preferred Qualifications

• •Bachelor’s Degree in Information Technology, Business, Finance, or related field.
• •ITIL Foundation certification or willingness to obtain certification.
• •5+ years of experience supporting technology operations or service management processes.

Skills

• •Communication
• •IT Service Management (ITSM)
• •ServiceNow IT Service Management (ITSM)
• •Process Documentation
• •Knowledge Management
• •Reporting Processes
• •Customer Service
• •Collaboration
• •Microsoft Office
• •Problem Solving
• •Time Management

Reports To : Manager and above

Direct Reports : 0

Work Environment

Normal office environment. (Remote or Hybrid), 3 to 4 days per month are expected in office if within 60 miles of a posted Bread Financial location.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• •Communicate/Hearing
• •Communicate/Talking
• •Stationary Position/Seated
• •Typing/Writing
• •Maintain focus in high pressure or fast-paced work environment

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.

Typical Pay Range:

$39.00 - $62.40

Full Pay Range for position:

California: $44.85 - $78.05
Colorado: $39.00 - $68.65
New York: $42.90 - $78.05
Washington: $42.90 - $71.80
Maryland: $42.90 - $68.65
Washington DC: $44.85 - $71.80
Illinois: $39.00 - $68.65
New Jersey: $44.85 - $71.80
Vermont: $39.00 - $62.40
Ohio: $39.00 - $62.40
Maine: $39.00 - $62.40
Connecticut: $42.90 - $68.65
Virginia: $39.00 - $62.40

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

You must be work authorized in the United States on a full time basis without the need for any sponsorship now or in the future from any employer or organization. The Company cannot offer employment to F-1 (student) visa holders.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (“PTO”) in each January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year (except associates in Alaska, California, Colorado, Montana and Nebraska who are paid for all unused PTO). Additionally, hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (“PSL+”) per calendar year, with a pro-rated grant in the associate’s first year of employment to the extent allowed by applicable law. If additional PSL+ is required in a particular jurisdiction, the company with comply with applicable law. Unused PSL+ does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL+, hourly associates in California receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.

Hired associates will be able to elect the purchase company stock during offering periods in June and December.

Click here for more Benefits and PTO information.

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 bene