Incident Management-Analyst (Remote/Home Based) 2nd Shift Mon-Thurs

Posted on Apr 2 174 views Northbrook, IL

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.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Description

The Incident Management-Consultant I, works as a Consultant 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 Consultant works a designated shift working a variety of tasks related to monitoring, Incident facilitation and communication. An ECC Consultant will be expected to handle complex incident detection/situations and provides guidance/coaching to Incident Management-Anlst III and Incident Management-Anlst II. Experienced in MIM (Major Incident Management) processes, with ITSM tools and can identify big picture patterns / multi-application incidents.

Key Responsibilities
  • 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 Major Incident conference calls independently performing multiple roles including: Situation Leader, Scribe and Communications for high complexity Incidents.
  • Work with Application Support teams and the Allstate Technology Support 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, with a view to improving existing processes, capabilities and seek out automation opportunities.
  • 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
  • Monitor change management scheduled events and calendar for pending changes.

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.

  • Prior Major Incident Management experience, with experience of directly managing critical and complex IT Incidents.
  • Understanding of fundamental technology concepts including hardware components, operating systems, software and applications, networking, types of servers (web, application, databases) and services.
  • Demonstrable understanding of ITIL applied at Enterprise scale.
  • Strong problem solving and deductive reasoning skills.
  • Ability to adapt quickly, learn new processes and develop new skill sets, continuous learner.
  • Effectively work as part of a team, both locally and virtually (including international teams).
  • Excellent Communication skills (Telephone, retaining and relaying information, Report Writing, Listening and Keyboard / effective Typing skills and IM’s), demonstrated in a fast-paced environment.
  • Proven experience of coaching, mentoring colleagues.
  • Ability to communicate effectively with both technical and non-technical employees
  • Ability to communicate effectively with multiple levels of management, including officers.
  • Self-motivated, self-sufficient and proactive.
  • Works well under pressure.
  • Regular, predictable attendance is an essential function of this job.
Hours of work

40 hours (shift based)

1 opening Monday – Thursday 02:30pm – 12:30am CST (Shift Differential Eligible)

Desirable Criteria
  • Prior experience in an IT Production or Operational Support role.
  • ITIL Foundation V3 / V4.
  • CompTIA A+, CompTIA Network+.
  • Major Incident Management tool experience, preferably with ServiceNow MIM.
  • Automation experience with ITSM processes (e.g. ServiceNow integration hub).
  • Customer and user service oriented (2+ years’ experience).

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.


Good Work. Good Life. Good Hands®.


As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.


Allstate generally does not sponsor individuals for employment-based visas for this position.


Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.


For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.


To view the “EEO is the Law” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs


To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.


It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.