[Hiring] Incident Management Consultant @Allstate

Role 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: Monday Tuesday Wednesday and Thursday 2:30PM-12:30AM CT
• Role 2: Fri - Sunday 10:30am - 11:30pm CT
• Role 3: Monday, Tuesday, Wednesday, Thursday, Friday 6am – 2pm CT

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

Qualifications

• 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

Requirements

• 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

Benefits

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