Job Closed
This listing is no longer active.
National General Insurance, a division of Allstate, describes itself as one of the largest insurers in the United States. The company provides personal and commercial auto, recreat
Service Analyst II
Location
Illinois
Posted
92 days ago
Salary
$75.1K - $126.3K / year
Seniority
Senior
Job Description
Service Analyst II
Allstate
• Serve as the primary technical escalation point for complex incidents across Storage, UNIX, and Backup technology stacks, providing expert guidance to junior analysts • Lead incident response during critical outages, coordinating actions across team members and engineering partners to drive rapid resolution • Coach and mentor Service Analyst I team members, providing technical guidance and supporting career development • Develop and maintain deep technical expertise across multiple infrastructure domains • Drive knowledge sharing across the NOC team through documentation, SOPs, and active participation in training and development sessions • Lead by example in proactive monitoring and rapid response to alerts across multiple technology stacks, consistently achieving strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics • Champion 'Zero Wait' principles in incident response, taking immediate and decisive action on Emergency Command Center (ECC) calls without waiting to be prompted • Critically evaluate and improve Standard Operating Procedures (SOPs) while identifying strategic opportunities to enhance processes and automate complex tasks • Lead shift turnover meetings to ensure seamless 24/7 operational coverage and comprehensive knowledge transfer • Actively contribute to and help prioritize the Service Improvement Backlog (SIB) with strategic ideas that substantially enhance service delivery and eliminate customer friction points • Provide advanced Level 2 support for enterprise infrastructure systems including Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Linux (RedHat), and Backup (Rubrik) technologies, with minimal escalation required for common and moderately complex issues • Design and execute incident remediation strategies for both documented and novel problems, applying advanced technical judgment in complex or ambiguous scenarios • Lead post-incident Retrospective reviews and problem management activities, driving root cause analysis and implementing preventive measures against recurring issues • Partner closely with engineering teams to implement and validate system changes, providing strong operational perspective and ensuring readiness for production • Apply advanced techniques with monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to proactively identify, diagnose, and prevent system issues • Analyze complex incident patterns and trends to architect automation solutions that reduce manual intervention and improve service outcomes • Develop comprehensive knowledge base strategies and ensure knowledge artifacts meet high quality standards for accuracy and usability across the NOC team • Present at service reviews and demo sessions with technology partners, showcasing NOC operational improvements and contributions • Drive the team's KPI improvements through technical expertise, process optimization, and a continuous improvement mindset • Lead significant contributions to the NOC automation pipeline by identifying, designing, and advocating for automation solutions that improve service delivery
Job Requirements
- 6+ years of experience in technical operations, IT support, or system administration
- Advanced working knowledge of enterprise systems (UNIX/Linux (RedHat), Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Backup (Rubrik), Windows, Nutanix)
- Strong understanding of incident management processes, incident / event management frameworks, and service delivery optimization
- Advanced troubleshooting and analytical skills with demonstrated ability to resolve complex and novel technical challenges
- Strong communication abilities, particularly during high-pressure situations and when explaining technical concepts to non-technical stakeholders
- Strong understanding of automation concepts and tools (GitHub, Ansible, Jenkins, CI/CD pipelines)
- Advanced scripting skills (Bash, Python, PowerShell) with the ability to develop and contribute to automation solutions
- Strong skills with monitoring tools (Datadog, Azure Data Explorer (ADX)) including custom dashboard usage and alert tuning
- Familiarity with AI-assisted tools for incident triage, root cause analysis, or automated remediation workflows
- Familiarity with large language model (LLM) tools (e.g., GitHub Copilot, Microsoft Copilot, or similar) to accelerate documentation, scripting, and knowledge base development
- Working knowledge of DevOps practices and principles with experience implementing infrastructure as code
- Leadership experience in a 24/7 operational environment
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Related Guides
Related Categories
Related Job Pages
More Analyst Jobs
• Responsible for the oversight and integration for successful onboarding of new or reactivated providers • Establish and maintain comprehensive onboarding implementation processes with recruitment, credentialing, HR, IT, and clinical teams • Confidently own a “book of business” and KPIs of the health of each stage • Create and maintain detailed project plans and timelines for onboarding activities • Facilitate education to enable completion of key onboarding activities including training sessions and job aides • Provide 1:1 onboarding support to providers during standard and non-standard business hours • Ensure completion of all learning management system module completion • Organize orientation, first month’s schedule, travel requirements, and system access
Senior Analyst, Retail Pharmacy Layout & Design
CVS HealthBringing our heart to every moment of your health.
• Analyze and interpret data from multiple sources to support layout decisions. • Manage multiple projects concurrently to meet timelines and support cross-functional partners. • Communicate effectively, both verbally and in writing, with internal teams, field leadership, and external vendors. • Support pilot testing and rollout of new layout concepts • Evaluate pharmacy layouts and space constraints to identify opportunities for efficiency, capacity growth, and improved team experience.
• Supports the daily processing of appeals in the Par Provider Dental Appeals department • Completing appeals determination letters • Prepping dental requests • Updating systems • Completing reporting as necessary • Working collaboratively with clinical support staff (Medical Directors, Nurses, Providers, etc.) • Movement of cases in the MedHok system • Responsible for managing to resolution complaint/appeal scenarios for dental products • Ensure timely, provider focused response to complaints/appeals • Identify trends and emerging issues and report and recommend solutions
• Responsible for conducting complex audits, reviews and assessments of medical records coded by internal teams prior to the submission to the Centers of Medicare and Medicaid Services (CMS) • Contributes to compliance reporting and documentation, highlighting findings, recommendations, and areas of concern to be delivered to coding resources • Demonstrated ability to apply coding judgment and make decisions using industry-standard evidence and tools • Adhere to stringent timelines consistent with project deadlines and directives • Serves as the training resource and subject matter expert to vendors, providers and other team members for questions regarding ICD coding and documentation requirements • Identify and communicate documentation deficiencies to allow for continuous education opportunities for providers, vendors, and peers • Acts as mentor to provide education to internal staff based on audit findings
