Incident & Problem Senior Analyst

• Title: Incident & Problem Senior Analyst

  Ref:  10/22/IPS

   

  Think Technology- Think Allstate

   

  We build solutions that touch 16 million customers on a daily basis.

   

  You will work alongside people as passionate as you, focused on delivering the best possible user experiences.

  You will work in a highly collaborative environment primed to adapt to an ever-changing landscape and which places technology solutions at its core.

   

   

  You will thrive, you will think differently, you will challenge convention and have the freedom to act with integrity, intention and speed; you will be at the forefront of developing capabilities in support of Allstate’s global business model; you will deliver results and you will leave things better than you found them.

   

   

  Location

  Belfast/Derry/Londonderry/Strabane

   

  Job Description

  Allstate Canada Production Health team is responsible for the ITSM services for the Allstate Canada Group. The Service Management team, part of production health supports Level 2 Incidents and problems for all the Canada Applications. As a member of this newly formed team this candidate will oversee responsibility for incidents within Service Management and working with Product team’s mange the creation and progression of related Problems.

   We are looking to add an experienced Production Control Senior Analyst to help drive improvements and adoption of existing ITSM processes within the Allstate Canada production environment.

   As this is a Senior role, we are hoping the candidate will bring their current knowledge and experience with them to promptly progress and help mature our Incident & Problem Management processes.

   The candidate will also be responsible for participating in the running of Major Incidents, setting up calls, sending out communications, updating status and coordinating to resolution. This aspect will require participation in the on-call Rota and availability during evenings and weekends.

   

   

   

  Responsibilities include (but aren't limited to):

   

  • Serve as Incident Manager for Incident & Problem Management within Production Health
  • Oversee the day-today Operational activities
  • Coordinate tasks and responsibilities for other Production Control Analysts
  • Coordinate Major Incident Calls, including work assignments
  • Provide communication to business partners and leadership and follow-up as necessary.
  • Applies strong understanding of industry best practices to design complex process and solution aligning to meet business goals and strategy
  • Adhere to critical client schedules and Service Level Agreements (SLA)
  • Ensure Operating Level Agreements (OLA) and Service Level Agreements (SLA) are being met
  • Provide effective communication, documentation, and training on new tasks, tools, or processes that will impact Operations
  • Work with Product Teams to ensure appropriate management and timely closure of Problems
  • Work with Production Health Operations team to identify and implement automation opportunities

   

   

   

   

  Essential Criteria

   

  • Must be an EU citizen or possess a current UK Tier 1 Visa or Tier 2 visa and eligible to take up full time, permanent employment. EU candidates must also demonstrate they are eligible to take up UK employment post-Brexit.
  • At least 4 years relevant experience in a Production Control/Production Support environment
  • Experience managing Incidents and Problems from Inception to Closure
  • Experience of managing multiple tracks of work and assignments of those to other team members

   

   

  Desirable Criteria

   

  • Major Incident coordination experience
  • Ability to learn in a relatively short period of time
  • Excellent Organisational Skills
  • Excellent Problem-Solving Skills
  • Excellent Communication Skills
  • Knowledge and/or experience of the ITIL process

   

   

  Apply Here: https://bit.ly/32DCWfz

   

  Closing Date:  Tuesday 29^th October 2019

   

  Statement on Fair Employment and Equal Opportunities:

  Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

   

  We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

   

  Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.