Incident Management Consultant, ECC - Remote

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Incident Management Consultant within the Enterprise Command Center (ECC) handles complex major incident detection/situations and provides guidance/coaching to other team members. They possess a fundamental knowledge of priority applications and can tie multiple application incidents together if applicable.

These positions are available with four different shift patterns, including:
Role 1: Tuesday, Wednesday, Thursday (6:00am – 3:30pm), Friday (6:00am – 5pm)
Role 2: Monday, Tuesday, Wednesday, Thursday, Friday (4:00am – 12pm)
Role 3: Saturday, Sunday, Monday (5:00am – 6pm)
Role 4: Monday, Tuesday, Wednesday, Thursday, Friday (6AM-2PM)

There are multiple positions available

Key Responsibilities:

• Run various diagnostics to determine validity of errors received

• Handle incident detection/situations and provide guidance/coaching to other analysts when required

• Operate as a resource for all incident detection in the ECC

• Lead all types of rapid response calls and outages and drive calls to closure

• Document all dialog during a Rapid Response call

• Provide guidance to team members regarding document, interdependencies, and application details

• Effectively lead and communicate during Rapid Response calls

• Utilize Instant Messaging, Email, and conferencing software to manage Rapid Response calls

• Communicate regularly with all levels of leadership

• Own/contribute to various different internal Project initiatives

Essential Skills:

• Minimum 2 years of experience handling major incidents to resolution

• Strong facilitation skills with the ability to take control of major incident calls and keeping the teams focused on resolution

• 1+ year of experience with ServiceNow or similar tool within an enterprise setting. (preferred)

• Solid experience with MS Office Tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc)

• Strong Artificial Intelligence (AI) and automation experience

• Experience collaborating and communicating across multiple areas

• Excellent Communication Skills including listening, communicating via large conference calls, phone & IM, retaining and relaying information

• Demonstrate experience handling/participating in major incident calls

• Strong problem solving and deductive reasoning skill

• Expertise in leading major incident calls and drive teams to remain focused on resolution

• Extreme attention to detail with a high level of oral and written communication

• Strong sense of accountability with a demonstrated willingness to take ownership of tasks, projects, and outcomes

Desirable Skills:

• Incident Command System (ICS), Incident Investigations, Incident Management, Incident Reporting via ServiceNow and Power BI, Incident Resolution, Incident Response, Incident Response Operations, Incident Tracking Software, Intrusion Detection and Rapid Response

• Reporting Skills using ServiceNow, Power BI

Supervisory Responsibilities

• This job does not have supervisory duties.

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Skills

Accountability, Accountability, Artificial Intelligence (AI), Business Management, Coaching, Collaboration, Communication, Communication Management, Continual Improvement Process, Customer Relationship Management (CRM), Customer Service, Customer Service Management, Customer Support, Documentations, Facilitation, Flexibility, Incident Handling, Incident Investigations, Incident Management, Incident Reporting, Incident Resolution, Incident Response, Incident Response Operations, Incident Tracking Software, Information Technology (IT) {+ 17 more}

Compensation

Compensation offered for this role is 53,500.00 - 84,625.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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To view the “EEO Know Your Rights” poster click “ here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.

To view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.

To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview. If you require any accommodations or have questions ahead of your interview please reach out to your recruiter.

Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.