Senior ITSM Problem and Incident Analyst

Pay range: USD $142,000.00 - $170,000.00 / Year

Your opportunity

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

Workplace Services Engineering (WSE) is an organization within Schwab Technology Services that is embarking on a major transformation. We support Workplace Services, and we're shaping the future of how people experience financial well-being at work. We partner with leading employers to deliver innovative retirement, equity, and workplace financial solutions that help millions of participants build stronger financial futures. This is a fast-growing, high-impact business where scale meets purpose-where your work directly influences how people plan, save, invest, and succeed.

As a key growth engine for the firm, we're investing more than ever to expand our capabilities, modernize platforms, and elevate the experiences we deliver to employers and their employees. Our teams work at the intersection of technology, service, and financial expertise-supporting workplace clients with solutions that scale, adapt, and deliver meaningful outcomes. Here, your ideas help shape what's next for workplace financial services. If you're energized by solving complex problems, collaborating across disciplines, and making a real difference in the workplace services industry, you'll find your place here.

Position Responsibilities:

• Problem Lifecycle Ownership: Manage the entire problem lifecycle, from identification of recurring incidents to permanent resolution, following ITIL best practices.
• Root Cause Analysis (RCA): Lead technical investigations and conduct comprehensive root cause analyses (RCA) in coordination with relevant technical teams.
• Cross-Functional Collaboration: Work closely with Incident Management, Change Management, Engineering, Service Desk, and external technical teams to resolve problems and prevent recurrence.
• Documentation: Maintain accurate records of problems, their root causes, and the solutions implemented. Document timeline, track action (including after actions), impact and relay communication back to customer. Help Create and update knowledge base articles related to problem tickets to help Service Desk and other support teams handle similar incidents in the future.
• Proactive Problem Management: Analyze incident trends to identify potential problems, implement preventative measures, and reduce service disruptions. Monitor the implementation of corrective actions based on RCA outcomes and ensure accountability.
• Process Improvement: Drive continual service improvement (CSI) by refining Problem Management processes, policies, and documentation.
• Reporting & Metrics: Develop and track KPIs (like time to resolution, recurrence rates) and generate reports for stakeholders, communicating problem status and risks.

• Bachelor's degree and 8+ years of experience in ITSM incident and/or problem management, or 10 years of experience in lieu of a degree
• Strong ITIL knowledge and experience, particularly in Incident and Problem Management
• Proven expertise in Root Cause Analysis (RCA)
• Demonstrated ability to lead Post-Mortem Reviews (Post Incident Review) working closely with technical stakeholders
• Experience and understanding of IT infrastructure, cloud computing, application development, cybersecurity, and database management
• Excellent analytical, problem-solving, and critical thinking skills
• Strong communication, leadership, and conflict resolution abilities
• Experience with ITSM tools (e.g., Remedy, Jira, Confluence) and CMDBs
• Tool Proficiency: Utilize ITSM tools (like Remedy, Jira, Splunk, AppD, Grafana, etc.) and CMDBs
• Ability to work under pressure and manage risks in production environments

• Previous experience as an Incident Commander with strong understanding of Major Incident Management
• Remedy system experience
• Strong understanding of resiliency and observability best practices
• Extensive experience working with distributed, network, production control, and other IT Operations teams

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance