ITSM Enterprise Process Consultant

Date Opened: Sep 14, 2021

Location: Belfast, GB

Company: Allstate Insurance Company

About Us


The world isn’t standing still, and neither is Allstate.  We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs.  That’s why now is an exciting time to join our team.  You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.


You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount.  We empower every employee to lead, drive change and give back where they work and live.  Our people are our greatest strength, and we work as one team in service of our customers and communities.


Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight).  


Join our team and you’ll find challenge and reward in a culture of innovation, support and balance. 





Belfast / Derry / Londonderry / Strabane



Your role in the team


Allstate is seeking an experienced and talented IT Service Management Enterprise Process Consultant who will own the efforts to deliver a robust Enterprise wide Incident and Problem Management process.  This position will develop, document, communicate, implement, and drive the activities around managing and governing our ITSM Incident and Problem Process.  

This position will lead the monitoring for process accuracies, using internal controls, metrics and reporting. 


These duties will be conducted in the normal course of operations through ITSM Process Management activities, comparisons, reconciliations and other routine actions. Will drive day to day activities through the leadership of the Continual Process Improvement Team across the organization to ensure that the Area Process Management approach is effectively managed with a timeline of improvements and maintained from a governance and on-going operations perspective. These processes prevent incidents from happening and minimizing the impact of incidents that cannot be prevented.



Responsibilities include (but aren't limited to):


  • Understands foundational concepts and navigates the relationships between incident and problem processes and other ITSM Processes, Process requirements, and business/IT management needs
  • Responsible for the development and execution of the Incident and Problem Process and integration across processes
  • Responsible for the effectiveness of the process (no direct reports in this role)
  • Drives the day to day activities to ensure the accuracy, governance and maintenance of the ITSM Process
  • Leads the appropriate ITSM Process boards and committees such as the Continual Service Improvement Team (CPIT) and related efforts
  • Acts as the supportive source of knowledge for the ITSM Incident and Problem management processes
  • Responsible for the design, implementation, updates and/or coordination for the ITSM processes, policies, roles and responsibilities, end to end procedures and compliance remediation
  • Ensuring the performance, and maturity of the ITSM Incident and Problem Process within Allstate
  • Leads the efforts and process to gather and create ITSM Process requirements or process improvements
  • Leads the development and delivery of communications relevant to the ITSM process, performance, and technology aligned to strategic objectives and business needs.
  • Leads the escalation / communication of risks and issues as appropriate



So, what are the essential criteria to apply?


  • All candidates must evidence an existing right to work in the UK
  • 4+ years’ experience working with ITSM Processes in Operations or Process Management
  • Technology Industry Knowledge to understand impact on systems infrastructure
  • Experience working ITSM processes within Service Now
  • Understanding of DevOps framework and Continuous Integration/Continuous Delivery (CI/CD) pipeline



We also have some desirable criteria


  • ITIL/COBIT Foundational certification
  • Advanced communication skills for both technical and business information
  • Self-starter for delivery through influence, coaching, and conflict resolution



What we offer


As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.


Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.


We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.


We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.



Closing Date:  Tuesday 28th September 2021



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.