Service Analyst - Problem Management (hybrid) in Belfast

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. For more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs.

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.

This job does not have supervisory duties.

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.

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.

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.