Incident Management Consultant, ECC - Remote

Allstate•McCullom Lake, IL

7d•$53,500 - $84,625•Remote

About The Position

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.

Requirements

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
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

Nice To Haves

1+ year of experience with ServiceNow or similar tool within an enterprise setting.
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

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