Allstate
Service Analyst – Problem Management (hybrid)
Key aspects of the role:
- Drive sales growth by engaging with interested prospective customers- all while working remote
- No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
- Enjoy competitive compensation with a base salary + uncapped commissions
- Sell reputable products from Allstate and our family of brands
Role overview
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.
Your role in the team
Allstate operates a global Service Operations capability across the UK, India, and the US, bringing together Major Incident Management, Network Operations, and Problem Management to protect and enhance the availability of our critical Digital Products.
As a Problem Management Service Analyst, you will play a key role within a mature, outcome driven Problem Management team, working in close partnership with Digital Product and Engineering teams operating within an Outcome Based Delivery (OBD) model. You will drive enterprise-wide problem investigations driven by major incidents and proactive analysis, with a strong focus on identifying true root causes and enabling sustainable improvements to product reliability and resilience.
Success in this role is measured by the quality of problem investigations, reduction in repeat incidents, and the extent to which learning drives measurable improvements in product availability. The role provides exposure to enterprise level reliability challenges and close collaboration with senior engineering teams, supporting development into senior problem, reliability, or service leadership roles.
Key responsibilities
-
Drive enterprise problem investigations arising from major incidents and proactive analysis, working in close partnership with Digital Product and Engineering teams to identify true root causes and prevent recurrence.
-
Analyze incidents, problems and availability data to identify systemic risks, recurring failure patterns, and reliability gaps, translating insights into actionable improvement opportunities for Digital Products.
-
Partner with Digital Product and Engineering teams to strengthen service resilience, including improvements to monitoring, alerting, recovery, and preventative controls that reduce customer impact.
-
Use learnings from problem investigations to influence improvements in automated service restoration and operational readiness, maintaining a strong focus on availability outcomes.
-
Contribute to Major Incident Management and Retro activities when required, providing investigative insight, historical context, and problem-oriented thinking during high severity 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
-
All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy
-
Minimum 2 years’ experience in Problem Management, Incident Management, or Service Operations role within a production operations or service environment.
-
Hands-on experience with ServiceNow for Problem and Incident management
-
Demonstrated experience driving structured problem investigations for major or high impact incidents, including root cause identification, documented causal analysis, and driving corrective or preventative actions through completion.
-
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.
-
Experience operating in Agile, DevOps, or product centric delivery models
Supervisory Responsibilities
This job does not have supervisory duties.
Job Posting End Date: Friday, 27th March 2026 [11:59pm]
#LI-SP1
#LI-Hybrid
Skills
Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution
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.
Why join us?
Allstate NI is proud to be Allstate’s European Digital Centre of Excellence—recent winners of ‘Best Use of Cloud Services’ at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.
We’re a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.
We offer:
• A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts
• Access to world-class learning platforms and award-winning L&D
• Clear career paths, internal mobility, and a strong focus on growth
• A people-first culture with flexible working options
Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Sales
What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.
How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.
Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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.
Your role in the team
Allstate operates a global Service Operations capability across the UK, India, and the US, bringing together Major Incident Management, Network Operations, and Problem Management to protect and enhance the availability of our critical Digital Products.
As a Problem Management Service Analyst, you will play a key role within a mature, outcome driven Problem Management team, working in close partnership with Digital Product and Engineering teams operating within an Outcome Based Delivery (OBD) model. You will drive enterprise-wide problem investigations driven by major incidents and proactive analysis, with a strong focus on identifying true root causes and enabling sustainable improvements to product reliability and resilience.
Success in this role is measured by the quality of problem investigations, reduction in repeat incidents, and the extent to which learning drives measurable improvements in product availability. The role provides exposure to enterprise level reliability challenges and close collaboration with senior engineering teams, supporting development into senior problem, reliability, or service leadership roles.
Key responsibilities
-
Drive enterprise problem investigations arising from major incidents and proactive analysis, working in close partnership with Digital Product and Engineering teams to identify true root causes and prevent recurrence.
-
Analyze incidents, problems and availability data to identify systemic risks, recurring failure patterns, and reliability gaps, translating insights into actionable improvement opportunities for Digital Products.
-
Partner with Digital Product and Engineering teams to strengthen service resilience, including improvements to monitoring, alerting, recovery, and preventative controls that reduce customer impact.
-
Use learnings from problem investigations to influence improvements in automated service restoration and operational readiness, maintaining a strong focus on availability outcomes.
-
Contribute to Major Incident Management and Retro activities when required, providing investigative insight, historical context, and problem-oriented thinking during high severity 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
-
All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy
-
Minimum 2 years’ experience in Problem Management, Incident Management, or Service Operations role within a production operations or service environment.
-
Hands-on experience with ServiceNow for Problem and Incident management
-
Demonstrated experience driving structured problem investigations for major or high impact incidents, including root cause identification, documented causal analysis, and driving corrective or preventative actions through completion.
-
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.
-
Experience operating in Agile, DevOps, or product centric delivery models
Supervisory Responsibilities
This job does not have supervisory duties.
Job Posting End Date: Friday, 27th March 2026 [11:59pm]
#LI-SP1
#LI-Hybrid
Skills
Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution
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.
Why join us?
Allstate NI is proud to be Allstate’s European Digital Centre of Excellence—recent winners of ‘Best Use of Cloud Services’ at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.
We’re a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.
We offer:
• A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts
• Access to world-class learning platforms and award-winning L&D
• Clear career paths, internal mobility, and a strong focus on growth
• A people-first culture with flexible working options
Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Claims
What We Do:
Your ability to quickly and calmly make smart decisions can make a huge difference in how confident customers feel throughout the claims process. And as you support our customers, we’re there to support you.
How We Support You:
We empower your success starting day one. You’ll have access to everything you need to grow professionally while helping our customers get their lives back on track.
Make An Impact:
Helping customers with their claims is about learning their stories, not just processing their paperwork. You can take pride in the fact that you’re providing invaluable guidance and helping to build continued trust in our company.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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.
Your role in the team
Allstate operates a global Service Operations capability across the UK, India, and the US, bringing together Major Incident Management, Network Operations, and Problem Management to protect and enhance the availability of our critical Digital Products.
As a Problem Management Service Analyst, you will play a key role within a mature, outcome driven Problem Management team, working in close partnership with Digital Product and Engineering teams operating within an Outcome Based Delivery (OBD) model. You will drive enterprise-wide problem investigations driven by major incidents and proactive analysis, with a strong focus on identifying true root causes and enabling sustainable improvements to product reliability and resilience.
Success in this role is measured by the quality of problem investigations, reduction in repeat incidents, and the extent to which learning drives measurable improvements in product availability. The role provides exposure to enterprise level reliability challenges and close collaboration with senior engineering teams, supporting development into senior problem, reliability, or service leadership roles.
Key responsibilities
-
Drive enterprise problem investigations arising from major incidents and proactive analysis, working in close partnership with Digital Product and Engineering teams to identify true root causes and prevent recurrence.
-
Analyze incidents, problems and availability data to identify systemic risks, recurring failure patterns, and reliability gaps, translating insights into actionable improvement opportunities for Digital Products.
-
Partner with Digital Product and Engineering teams to strengthen service resilience, including improvements to monitoring, alerting, recovery, and preventative controls that reduce customer impact.
-
Use learnings from problem investigations to influence improvements in automated service restoration and operational readiness, maintaining a strong focus on availability outcomes.
-
Contribute to Major Incident Management and Retro activities when required, providing investigative insight, historical context, and problem-oriented thinking during high severity 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
-
All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy
-
Minimum 2 years’ experience in Problem Management, Incident Management, or Service Operations role within a production operations or service environment.
-
Hands-on experience with ServiceNow for Problem and Incident management
-
Demonstrated experience driving structured problem investigations for major or high impact incidents, including root cause identification, documented causal analysis, and driving corrective or preventative actions through completion.
-
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.
-
Experience operating in Agile, DevOps, or product centric delivery models
Supervisory Responsibilities
This job does not have supervisory duties.
Job Posting End Date: Friday, 27th March 2026 [11:59pm]
#LI-SP1
#LI-Hybrid
Skills
Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution
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.
Why join us?
Allstate NI is proud to be Allstate’s European Digital Centre of Excellence—recent winners of ‘Best Use of Cloud Services’ at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.
We’re a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.
We offer:
• A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts
• Access to world-class learning platforms and award-winning L&D
• Clear career paths, internal mobility, and a strong focus on growth
• A people-first culture with flexible working options
Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Benefits
Experience the benefits that make Allstate a great place to work.
*Benefits vary based on position.
Health
- Medical, dental and vision coverage
- HSAs and FSAs
- Wellbeing programs
- Free therapy sessions
Retirement
- 401(k) plan
- Pension plan
- Free financial counseling
Work-life balance
- Paid time off
- Work flexibility
Career development
- Talent shares
- Tuition reimbursement
- Learning opportunities
For a full description of Allstate’s benefits visit our benefits page
Start making a difference
Realize your full potential by doing
work that matters.
Grow your career in meaningful ways.
We want to make sure you have every opportunity to grow, explore new horizons and follow your passion in a meaningful career. It’s an exciting time to join Allstate. Help us shape the future.
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