Sr. Analyst, Technology Practitioner (Workplace Technology Support)

If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

RESPONSIBILITIES:

• Consults with internal associates to understand business needs and conducts assessments for complex systems, hardware, and software requirements.

• Analyzes system issues and provides first-, second-, and third-level technical support to internal users, including support related to computer operations, networks, installations, configurations, error resolution, system availability, and downtime procedures.

• Participates in incident, problem, and change management activities to minimize service disruption and ensure timely restoration of services for internal users.

CORE DUTIES:

• Technical Support & Issue Resolution
  Provides advanced technical support to diagnose, analyze, research, and resolve complex technology issues affecting internal associates. Responsible for identifying, isolating, resolving, and documenting problems related to information systems, applications, hardware, and infrastructure.

• Root Cause Analysis
  Analyzes system issues to determine root cause and designs or develops effective solutions. Tests solutions thoroughly and documents system specifications, configurations, modifications, and design changes.

• Preventative Maintenance & Continuous Improvement
  Performs preventative maintenance, troubleshooting, root cause analysis, and resolution of complex technical incidents to ensure system stability and associate satisfaction. Researches and recommends technical alternatives, including emerging or advanced technologies, to meet business and operational needs.

• Escalation & Collaboration
  Investigates and documents escalated issues and potential solutions for complex or moderately complex problems. Collaborates with other internal technology teams or specialized resources as
  needed to resolve issues effectively.

• Trend Analysis & Risk Reduction
  Identifies trends and recurring issues related to systems performance or reliability. Provides recommendations and preventative strategies to management to reduce future incidents and improve system effectiveness.

• Cross-Team Coordination
  Works closely with network services, systems engineering, desktop support, and application development teams to restore services, identify root system issues, and implement long-term corrective actions. Recommends system or process enhancements to improve productivity and reduce operational risk.

• Knowledge Sharing & Documentation
  Provides ongoing technical guidance and training to internal associates on company technologies, infrastructure, hardware, and software tools. Develops and maintains operational documentation, procedures, and knowledge resources to support consistent and efficient technology operations.

Job Description Summary

If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's 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 Technology Practitioner, you’ll 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 collaborate with individuals/teams across many areas (e.g., Software Engineering, Security, Infrastructure Engineering etc.) and third-party vendors, to execute responsibilities and contribute recommendations based on operational observations, production and test performance/environments, end user needs/requirements, and/or issues.

Job Description

Key Responsibilities:

• Performs work in adherence with IT Service Management best practices.

• Creates and maintains operational knowledge of platforms, technologies, and applications.

• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.

• Communicates status of issues/incidents (including business impact) by partnering with Incident Management and Resolution teams to allow for immediate response to service disruptions.

• Assists in research of end user issues with technology solutions.

• Executes Level II technical support for hardware and software application configuration, incident management processes, proactive/reactive monitoring, and knowledge management.

• Coordinates with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.

• Provides on-site support as needed during Business Continuity and Catastrophic (CAT) related events (i.e., catastrophes), including all infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support and other duties requested.

• Provides technical support to diagnose, analyze, research, and resolve complex technology issues for internal users.

• Acts as an advocate for end users on Level II technical support issues.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager/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: Two or more years of technology experience developing and implementing a routine solution. One or more years of experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills: Effective communication skills, knowledge of planning, management, and execution of Accelerated Solutions Deliver framework, Information Security acumen. Influencing, negotiating and priority setting is needed. 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: Normal office environment or hybrid work options may be available. Non-standard or extended work hours may be required based on business unit 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/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer.

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.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Sr Analyst, Technology Practitioner : $69,500.00-$129,000.00

The expected starting salary range for Sr Analyst, Technology Practitioner : $69,500.00 - $103,500.00