Incident Management Consultant, ECC - Remote

Allstate Insurance Co.; Illinois; Hybrid; USD 54,000 - 85,000; Full time

Job summary

Allstate Insurance Co. is seeking an Incident Management Consultant to handle complex major incidents within the Enterprise Command Center.

You will guide and coach analysts, tie multiple incidents together and drive rapid response calls to closure, across a range of shift patterns. The role requires proven incident leadership, strong communication skills, and experience with ServiceNow and AI automation to improve resolution times and cross-functional collaboration.

Qualifications

• Minimum 2 years of experience handling major incidents to resolution.
• Strong facilitation skills to take control of major incident calls and focus on resolution.
• 1+ year of experience with ServiceNow or similar tool within an enterprise setting.
• Excellent written and verbal communication across multiple leadership levels.
• Solid problem solving and deductive reasoning abilities.
• Experience applying AI and automation in incident response.

Responsibilities

• Run diagnostics to determine validity of errors in incidents.
• Handle incident detection and provide guidance to analysts when required.
• Operate as a resource for all incident detection within the ECC.
• Lead rapid response calls and outages and drive calls to closure.
• Document all dialogue during Rapid Response calls.
• Coordinate with teams regarding interdependencies and application details.
• Communicate effectively with leadership during incidents.
• Contribute to internal project initiatives related to incident management.

Skills

Major incident management

Facilitation skills

ServiceNow

MS Office Tools

AI and automation experience

Cross-functional collaboration

Communication skills

Incident command experience

Attention to detail

Tools

ServiceNow

Power BI

MS Office

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job 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

Essential Skills

• 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

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

Compensation

Compensation offered for this role is 53,500.00 - 84,625.00 annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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.

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.

To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview.

Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.

At Allstate, we work hard to help people live a good life every day. Allstaters are dedicated to serving clients, customers, and communities, which allows employees to find meaning and value in their work.

Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do.

Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent.