IT Operations Analyst (Incident Management) at National General Insurance (Cleveland, OH)

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Job Description

*The hours for this position will be four, 10-hour shifts per week. The ideal hours are 10:00pm - 8:00am.*

Job Summary

A Consultant I level incident management analyst ECC (Enterprise Command Center) handles complex incident detection/situations and provides guidance/coaching to Sr. Associate and Specialist level analysts. They possess a fundamental knowledge of Priority 1 applications (previously held Sr. associate position) and are able to tie multiple application incidents together if applicable.

Key Responsibilities
  • Run various diagnostics to determine validity of errors received
  • Handle incident detection/situations and provide guidance/coaching to Sr. Associate and Specialist level analysts
  • Operate as a resource for all incident detection in the ECC
  • Handle all types of rapid response calls and outages and drive calls to closure
  • Document all dialog during a Rapid Response call
  • Provide guidance to Sr. Associate and Specialist level analysts regarding document, interdependencies, and, application details
  • Effectively communicate during Rapid Response calls
  • Utilize Instant Messenger, Email, and, conferencing software to manage Rapid Response calls
  • Communicate regularly with all levels of leadership
  • Operate and be viewed as go to person for updates, especially during SMON (Senior Management Outage Notification) updates
  • Adhere to Transactional Escalation Procedures
  • Generate (or review) Customer Outage Notification or Business Outage Notification paging updates as needed
  • Offer improvements to processes and procedures
  • Engage all necessary parties into a Rapid Response call via paging
  • Build and leverage relationships across ECC centers
  • Facilitate and manage change incident calls as needed

Functional Competencies- Proficiency Levels

Change Management- 2

Capable of providing and interpreting reports in analyzing basic problems. Able to produce less complex Change Management Reports and discuss them at meetings with the people who will be implementing them. Possesses fundamental proficiency to successfully demonstrate change management processes in practical applications of moderate difficulty.

Customer Support- 4

Demonstrates ability to resolve problems of a less complex nature which do not have documented work-around procedures by drawing on past experiences and training. Successfully works with customers and support groups to expedite problem resolution. Able to proceduralize less complex newly developed problem resolutions for inclusion into help desk knowledge bases. Able to train and educate by setting the example, giving technical instruction, providing leadership and generally raising the level of performance of others while on the job.

Facilitation- 3

Demonstrates fundamentals of facilitation in challenging situations of a less complex nature. Possesses sufficient knowledge, training, and experience to be capable of facilitating meetings, processes and operations with limited support and instruction from others. Able to coach facilitation by setting the example, giving instruction, providing leadership, and generally raising the level of performance of others while on the job.

Incident Management- 2

Locates point of origination and resolves system issues with limited supervision. Takes steps and informs users of the incident. Ability to investigate less complex issues to determine timeframe, vulnerability, and cause and effect of the incident.

Technical Writing- 1

Demonstrates the ability to write simple clear, detailed, and comprehensive technical documentation and procedures. Demonstrates an understanding of effective composition, such as having first line in a paragraph state the subject. Displays basic editing and proofreading capabilities. Understands online help and intranet design concepts.

Thriving in Change- 1

Possess a fundamental understanding of Thriving in Change as demonstrated by the ability to adapt well to changes in work assignments, policies, procedures and reorganizations, accept changes with a minimal loss in productivity, proactively talk through changing situations and promote transparency, anticipate the consequences of actions and deal with them effectively, and recognize that a positive outlook influences and motivates the attitudes and actions of others.

Experience

Customer and user service oriented (2-4 years experience)

Level Guide: Please refer to the Allstate Level Guide on MyHr Knowledge

Regular, predictable attendance is an essential function of this job.

#LI-LR1

#LI-Remote

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:
• Paid Training• Medical, Dental, Vision benefits• Wellness Programs• Life and Short/Long Term Disability Insurance• 401k w/ Company Match• Company Paid Holidays & Generous Time-off policy• Employee Discount Program• Career Advancement and Development Opportunities• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)• On-site Fitness Center (Cleveland and Dallas offices)• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.
More Information on National General Insurance
National General Insurance operates in the Insurance industry. The company is located in Ontario, CA, Farmers Branch, TX, Winston-Salem, NC, Cleveland, OH and New York, NY. National General Insurance was founded in 1939. It has 5001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 96 open jobs at National General Insurance, click here.
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