Problem Management Service Analyst-Consultant - Remote

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

Key responsibilities

• Driveenterprise problem investigationsarising from major incidents and proactive analysis, working in close partnership withDigital Product and Engineering teamstoidentifytrue root causes and prevent recurrence.

• Analyzeincidents,problemsand availability datatoidentifysystemic risks, recurring failure patterns, and reliability gaps, translating insights into actionable improvement opportunities for Digital Products.

• Partner with Digital Product and Engineering teamsto strengthen service resilience, including improvements tomonitoring, alerting, recovery, and preventative controls that reduce customer impact.

• Use learnings from problem investigationsto influence improvements in automated service restoration and operational readiness,maintaininga strong focus on availability outcomes.

• Contribute to Major Incident Managementand Retroactivities whenrequired,providinginvestigative insight, historical context, andproblem-orientedthinking during highseverity events.

• Continuously improve problem management practices,tooling, and ways of working, partnering with Digital Product and Engineering teams to embed learning and prevention and drive meaningful, lasting change.

Essential Skills

• Minimum 2 years' experienceinProblemManagement, Incident Management, or Service Operations role within a production operations or service environment.

• Hands-on experience with ServiceNow for Problem and Incident management

• Demonstrated experiencedrivingstructured problem investigationsfor major or highimpact incidents, including root cause identification, documented causal analysis, and driving corrective or preventative actionsthroughcompletion.

• Experience using data visualization or reporting tools(e.g., Power BI, ServiceNow)

Desirable Skills

• Experience working with observability, monitoring, or telemetry data(e.g.,logs, metrics, traces)

• Exposure to reliability or resilience practices(e.g., SRE concepts, error budgets, availability targets, resilience testing, or failure mode analysis) within a production environment.

• Experienceoperatingin Agile, DevOps, or productcentric delivery models

Supervisory Responsibilities

This job does not have supervisory duties.

This role is open to permanent work authorization for the USA. No sponsorship is offered.

Skills

Compensation

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.

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 Know Your Rights" 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.