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)

• 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

• 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 Service Now or similar tool within an enterprise setting. (preferred)
• Solid experience with MS Office Tools (Word, Excel, Outlook, One Note, 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

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

This job does not have supervisory duties.

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 offered for this role is 53,500. annually and is based on experience and qualifications.

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

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