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Job Details



Closing Date

2021-12-03 00:00:00


Incident Analyst (hybrid)

  • Location








    Job Description


    The Incident Management Analyst works in the Enterprise Command Center (ECC) which focuses on facilitating incidents for Allstate's critical applications. The ECC's goal is to restore service to our users, agents, and customers as quickly as possible. The ECC is a 24x7 organization and the ECC Analyst works a designated shift working a variety of tasks related to monitoring, incident facilitation and communication. An ECC Analyst will be expected to operate independently for all incidents requiring minimal guidance or assistance.


    Responsibilities include (but are not limited to)



    • Monitor system management consoles and respond to alerts.
    • Verify the functionality of critical Allstate applications and infrastructure via diagnostic tools or manual validation when possible.
    • Facilitate ECC Rapid Response conference calls independently performing multiple roles including: Situation Leader, Scribe and Communications for low complexity incidents or non-user impacting incidents and facilitate higher complexity incidents with guidance and assistance.
    • Work with Application Support teams and the Allstate Technical Service Center (ATSC) to understand the impact of an incident and prioritize response appropriately.
    • Facilitate incident activities and ensure communications and escalations occur within agreed guidelines.
    • Complete any assigned project work or tasks, often to improve ECC processes or documentation
    • Monitor change management scheduled events and calendar for pending changes.
    • Partner with Problem Management to ensure a smooth transition from Incident to Problem and fulfill any assigned Problem tasks.
    • Perform User Acceptance Testing for changes to ECC tools and perform validation post implementation





    Hours of work


    • Shift Tuesday to Friday (4x10 hour shifts)
    • Flexibility to meet business needs as required;
    • Full time only.
    • Benefits include, set shift allowance and unsocial hours allowance





    Essential criteria candidates should clearly state on their application form how they meet each of the essential criteria as these will be assessed during shortlisting and only these deemed to meet all of the below criteria will move forward to the next stage.




    • Up to 1 years’ experience in a related incident role and/or a IT related degree 
    • Excellent Communication Skills including listening, communicating via telephone and IM, retaining, and relaying information, and writing reports.
    • Ability to communicate effectively with both technical and non-technical employees and with multiple levels of management, including officers.
    • Strong typing skills.
    • Understanding of foundation technology concepts including hardware, software, operating systems, types of servers (web, application, databases).
    • Strong problem solving and deductive reasoning skills.
    • Effectively work as part of a team, both locally and virtually.





    Desirable Criteria – These criteria may be used where we have a high number of applicants


    • Ability to adapt quickly, learn new processes and develop new skill sets.
    • Effectively work as part of a team, both locally and virtually (including international teams).
    • Self-motivated, self-sufficient and proactive.
    • Works well under pressure.
    • Experience with ServiceNow and ServiceNow Major Incident Management





    Travel requirements


    • Flexibility required to meet business needs



    On-call Requirements


    • Flexibility required to meet business needs



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    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.




    The closing date for receipt of applications is Friday the 3rd of December

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Applications processed via employer's online application form