Senior Tier 2 Production Support (hybrid or remote)

• About Us

   

  The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

   

  You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

   

  Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight). Employees based in GB will be employed on a permanent remote working contract.

   

  Join our team and you’ll find challenge and reward in a culture of innovation, support and balance. 

   

   

  Location

   

   

  Belfast/ Derry-Londonderry/ Strabane/ Remote, GB

   

   

  Your role in the team

   

  The primary job function of the Agency Level 2 Analyst is to investigate incidents and take the appropriate actions to resolve via messaging platform Live Person. The team currently handles Agency Application related incident escalations. The teams are also responsible for ensuring that major outages/defects are dealt with in a timely manner and completed to the highest of standards.

   

  The Level 2 incident team role involves the analyst becoming a subject matter expert (SME) working with Business Process Consultants on assigned projects for specific rollouts as well as any upcoming changes or updates. This may require that the analyst attends conference calls with some of our referral resource partners for new and existing updates to their area of responsibility. They are also responsible for ensuring that knowledge documents are maintained within the knowledge base.

   

  The team will also partner with the Learning and development team to ensure that training is updated to reflect changes within certain applications. This can involve attending training classes and team meetings on a regular basis and possibly delivering certain modules of the training curriculum as well as actively participating in partnerships with the Quality Assurance Area.

   

   

  So, what are the essential criteria to apply?

   

  • All candidates must evidence an existing right to work in the UK
  • Minimum 12 months Service Desk / Contact center experience
  • Grade A-D; GCSE Mathematics and English (or equivalent)
  • Experience in customer service
  • Experience of working efficiently to meet targets (SLA’s)
  • Familiar with Service-Now Incident and Knowledge Base systems.

   

  Please also demonstrate the following on application:

   

  • Analytical and problem-solving skills, with the ability to multitask.
  • Confident communication skills, customizing your interaction to the individual customer personalities and contexts
  • Enthusiastic and a great attitude towards learning
  • Able to work with non-technical customers and technical customers alike
  • Analytical and problem-solving skills, with the ability to multitask

   

   

  We also have some desirable criteria

   

  • Understanding of KCS methodologies
  • Experience of supporting global teams
  • ITIL/KCS certified

   

   

  What we offer

   

  As Digital DNA’s Workplace of the Year 2020 & 2022 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.

   

  Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.

   

  We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.

   

  We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.

   

   

  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.

   

   

  The closing date for receipt of applications is Friday 12th August 2022