Analyst, Technology Services Advisor

If you're passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide's Information Technology team could be the place for you!

Nationwide's Technology Service Desk is an inbound call center supporting 25,000 plus associates/contractors and 100,000 plus agents. We provide break fix and troubleshooting support for passwords, network, connectivity, hardware, software, and mobile apps, etc. Our group is comprised of approximately 100 associates in Columbus and remote work from anywhere locations.

Analysts joining our teams will be focused on providing support to Nationwide Insurance Agents.

Candidates for these roles will need:

• Previous TSD call center experience supporting employee related technical issues at Nationwide.
• general Property Casualty business acumen
• desire to gain information technology knowledge and skills
• focus on continuous learning
• familiarity with agency systems such as Agent Gateway Sales and Service (AGSS), Agent Gateway Client Management (AGCM), AgentCenter, or PolicyCenter/Guidewire.

Selected candidates will be provided training on supporting business applications for agents. experience providing customer support to exclusive and/or independent agents.

Compensation Grade: D5

Job Description Summary
If you are passionate about delivering technology solutions and services to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Our industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!

As a Technical Services Advisor you'll support and maintain applications, personal computing equipment and infrastructure across all environments. You will perform a variety of technical services in support of applications and infrastructure. You will play a vital role in fulfillment of IT Service Management (ITSM) processes.

You will utilize tools and technical knowledge to resolve agent and internal customer technology equipment and application issues in a timely and efficient manner. You will collaborate with individuals across many technology teams (e.g., Application Development, Security, Infrastructure Engineering, Rapid Response Application, Infrastructure Products, Partner Solutions, etc.), to execute corrective actions/tasks and advocate on behalf of associates and agents.

Job Description

Key Responsibilities:

• Serves as first point of contact for associates and independent agents seeking technical assistance. Perform Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
• Document, prioritize, and escalate associate and agent issues that require handling by Level II technology partners, ensuring Level II teams have proper data to investigate and resolve user issues in a timely manner.
• Identifies and communicates immediate technology issue/incident trends that have the potential to cause large scale service interruptions, allowing for timely Technology response.
• Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.
• Acts as customer advocate within Technology when Level II incident responses are rejected by associates or independent agents.
• Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identification of solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.
• Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide's Hardware Assets, including Personal Computers (PC), Monitor, related items; including data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide's equipment.
• Responsible for inventory management and forecast for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Supervisor, Manager or Director, Technology Leader.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information systems or a related field is preferred.

License/Certification/Designation: Technology certifications or designation are not required, but encouraged (i.e.: AWS, Azure, Scripting and Development Languages, Delivery Methods, Security).

Experience: 0 - 1 year of technology experience including some experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills: Good communication skills, execution of Accelerated Solutions Deliver framework, Information Security acumen and priority setting is preferred. Insurance/financial services industry knowledge is a plus.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager's leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: In-office, hybrid, and work from home opportunities. Non-standard or extended work may be required based on staffing requirements and/or resource needs. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

We have an array of benefits to fit your needs, including: medical/dental, paid time off plus nine paid holidays, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.