✦ Luna Orbit — Project & Program Management

Problem Management Service Analyst-Consultant - Remote

at Allstate

📍 USA - IL (Remote) Hybrid Posted March 29, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years 2+ years
Education Not specified
Category Project & Program Management

About this role

Problem Management Analyst leads enterprise investigations of major incidents and proactively analyzes data to identify systemic risks and root causes. Works with Digital Product and Engineering to improve monitoring, alerting, restoration, and resilience, with a focus on reducing customer impact and improving availability in a hybrid work environment.

Key Responsibilities

  • Drive enterprise problem investigations arising from major incidents and proactive analysis
  • Analyze incidents, problems and availability data to identify systemic risks and translate insights into actionable improvements
  • Partner with Digital Product and Engineering to strengthen service resilience (monitoring, alerting, recovery) and preventative controls
  • Use learnings from problem investigations to influence improvements in automated service restoration and operational readiness
  • Contribute to Major Incident Management and Retro activities when required

Technical Overview

Hands-on with ServiceNow for problem and incident management; uses Power BI for data visualization and reporting; emphasizes RCA, major incidents, and resilience practices within an outcome-based delivery model.

Ideal Candidate

The ideal candidate is a mid-level problem management professional with 2+ years in incident and problem management, hands-on ServiceNow, and experience delivering data-driven improvements using Power BI.

Must-Have Skills

Minimum 2 years' experience in Problem ManagementIncident Managementor Service OperationsHands-on experience with ServiceNow for Problem and Incident managementExperience using data visualization or reporting tools (Power BI)

Nice-to-Have Skills

Experience working with observabilitymonitoringor telemetry dataExposure to reliability or resilience practices (SRE conceptserror budgetsavailability targets)Experience operating in AgileDevOpsor product-centric delivery models

Tools & Platforms

ServiceNowPower BIMicrosoft Power BI

Required Skills

Problem ManagementIncident ManagementServiceNowPower BIdata visualizationroot cause analysismajor incident managementagiledevopsobservabilitymonitoringalertingrecoveryavailabilityreliabilityretrooutcome based delivery

Hard Skills

Problem ManagementIncident ManagementServiceNowPower BIMicrosoft Power BIData visualizationRoot Cause AnalysisMajor Incident ManagementProactive analysisproblem investigationsAgileDevOpsobservabilitymonitoringalertingrecoveryavailabilityreliabilityRetroOBDOutcome Based Delivery

Soft Skills

CommunicationCollaborationStakeholder managementAnalytical thinkingProblem solvingTime managementAttention to detailProactivityAdaptability

Industry & Role

Industry Insurance
Job Function Lead enterprise problem management investigations and drive preventative improvements for digital products.
Role Subtype Problem Management Analyst
Tech Domains Power BI, ITSM / ServiceNow

Keywords for Your Resume

Problem ManagementIncident ManagementServiceNowPower BIData visualizationRoot Cause AnalysisMajor Incident ManagementProactive analysisproblem investigationsOutcome Based DeliveryOBDAgileDevOpsobservabilitymonitoringalertingrecoveryavailabilityreliabilityRetro

Deal Breakers

Lack of ServiceNow experience, Less than 2 years in Problem/Incident Management, No US work authorization

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