Production Support Analyst

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Job Description

Job Family Summary

The Ivantage Production Control family is responsible for production support requests to determine if should be entered as a ticket for IVANTAGE organization and/or vendor ticketing system or referred to a business leader. PCA is accountable for user acceptance testing for producer facing systems, notifying the business of scheduled maintenance, incident management, change management, problem management, configuration management and vendor relationship management. The PCA also engages in the support of disaster recovery activities for the business team.

Job Summary

The Ivantage PCA Analyst is responsible for the day-to-day operations of Production Control for low complexity situations and incidents.

Key Responsibilities

  • Work with others to plan, low complexity system maintenance and installation work.
  • Manage, prioritize, and respond to low complexity inquiries by business users and others.
  • Work with Ivantage to Implement daily production schedule across all platforms and notify the business users.
  • Perform routine, day-to-day procedural activities for low complex incidents and situations, which may include working with comparative rater vendors and business personnel.
  • Maintain operational, compliance, regulatory, and control documentation.
  • Fulfill standard work requests (e.g. prioritization of low complexity issues, installation and outage communications for the business, usability testing for new releases of code).
  • Identify and rectify the basic operational exceptions and error conditions. Manage the diagnosis and resolution of low complexity events or incidents.
  • Conduct investigations into basic operational problems and make proposals for improvement, automation or identify and communication of gaps to impacted business leaders.
  • Update documenting detailed operational procedures, production support logs and providing information via dashboard and other communication vehicles.
  • Works under direction and typically follows protocol.


Job Qualifications

Knowledge/Skills/Abilities/Experience
  • College degree or equivalent work experience
  • 0-2 years' experience in Ivantage/NEA and exposure to one or more of the comparative rater systems.


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

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

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary - but that's just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you'll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

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Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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