Service Analyst – End User Computing Enablement

Job Description

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 DescriptionThe Service Analyst – End User Computing (EUC) Enablement role is responsible for supporting the delivery of technology experiences that help employees remain productive and self-sufficient throughout their workday. This position focuses on go-to-market strategies, human change management, and service improvement initiatives for End User Computing. The role operates within an outcomes-based delivery model, where success is measured by adoption, user satisfaction, and business impact. Key ResponsibilitiesGo-to-Market Strategy & Change EnablementDevelop and execute go-to-market strategies for new End User Computing products and services, including defining value propositions, readiness plans, and adoption metrics.

Apply structured change methodologies (e. g.

Prosci, ADKAR) to assess readiness, build awareness, and reinforce adoption across diverse user groups. Partner with Change Champions to validate approach, gather feedback, and support adoption activities. Support the adoption of AI-driven features within End User Computing products, ensuring readiness and user confidence.

Feedback & InsightsCollect and analyze end-user feedback to identify pain points and improvement opportunities. Translate insights into actionable recommendations for service and product teams. Leverage AI-enabled analytics where applicable to identify trends and predict adoption challenges.

Service Improvement & SOPsDevelop and maintain Standard Operating Procedures (SOPs) and enablement playbooks to ensure consistent service delivery. Drive continuous improvement initiatives aligned with user experience and business outcomes.

Collaboration & GovernanceRepresent the Voice of the Customer in product and service forums, influencing roadmaps with data-backed insights. Partner with product, support, and change teams to anticipate impacts and ensure smooth rollouts. Reporting & AnalyticsBuild and maintain dashboards (e.

g. , Power BI) to track adoption, satisfaction, and service performance. Provide actionable insights to leadership through regular reporting and analysis.

Explore opportunities to use AI-driven tools for reporting automation and predictive insights. Essential Skills:2 years’ experience with change frameworks (ADKAR, Prosci) and adoption strategies. 2 years’ experience in creating structured documentation, adoption strategies, and leadership-ready reports.

2 years’ experience with Microsoft 365 tools (Teams, SharePoint, OneDrive, Outlook). Desirable Skills:1 years’ experience in Power BI or Microsoft Power Package. Supervisory ResponsibilitiesThis job does not have supervisory duties.

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