Business Intake Resource Analyst

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Request Processing & Management

• Serve as the primary point of contact for new business requests related to application changes, features, and enhancements.

• This includes receiving, triaging, and processing requests submitted through various channels.

Pipeline Management & Reporting

• Maintain and manage the intake request pipeline.

• Regularly update the status of each request and provide clear, accurate reporting to stakeholders on the status, progress, and backlog of all active initiatives.

Requirements Gathering

• Collaborate with business stakeholders and team members to conduct thorough requirements gathering sessions.

• Translate business needs into clear, concise, and well-defined functional and non-functional requirements.

Documentation Maintenance

• Create and maintain comprehensive documentation for all new features and changes, including business requirements documents (BRDs), user stories, process flows, and training materials.

• Ensure documentation is kept up-to-date throughout the project lifecycle.

Stakeholder Communication

• Facilitate effective communication between business users, product managers, and technical teams.

• Manage expectations, provide timely updates, and address questions related to project scope and status.

Process Improvement

• Manage expectations, provide timely updates, and address questions related to project scope and status.

Qualifications

Experience

* Proven experience in a business analyst, project coordinator, or similar role, with a strong background in ahigh-volume call center or contact center environment.

Customer-Centric Problem-Solving

* Demonstrated ability to analyze customer feedback and operational data from a contact center to identify pain points and translate them into clear, actionable requirements for application enhancements.

Technical Aptitude

* Familiarity withcontact center technology systems and applications, includingtelephony platforms(e.g., Amazon Connect),Workforce Management (WFM)software,Quality Management (QM)tools, andperformance reporting dashboards. ServiceNow, Avaya, Power Platform.

Core Competencies

Strong Analytical Skills

• Ability to analyze complex business problems and translate them into clear, actionable requirements.

Excellent Communication

• Manage expectations, provide timely updates, and address questions related to project scope and status.

Organizational Prowess

• Manage expectations, provide timely updates, and address questions related to project scope and status.

Technical Aptitude

Familiarity with software development lifecycles (SDLC) and project management methodologies (e.g., Waterfall, Agile, Scrum).Documentation Skills

• Manage expectations, provide timely updates, and address questions related to project scope and status.

Skills

Compensation

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

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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