Analyst, Technology Services Advisor

If youre 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 Nationwides 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 were looking for associates who are passionate about delivering extraordinary care.

This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

Hardware Asset Management & Provisioning team provides end-to-end solutions to deliver high-quality computing devices to associates. Our mission is to ensure the right processes people and technologies are in place to meet and exceed our internal customers expectations.

This position offers a 100% in-office opportunity to work in a collaborative team environment supporting the technological needs of our internal users.

Recommended skill set for this role:

• Strong problem-solving skills with a continuous improvement mindset and a focus on delivering exceptional user experiences.

• Deep understanding of Build Center workflows including both upstream and downstream processes.

• High proficiency with the ServiceNow ticketing system.

• Ability to meet deadlines and ensure all ticket SLAs are consistently achieved.

• Self-motivated and capable of working independently with minimal supervision.

• Experience in inventory management including tracking and maintaining equipment.

• Advanced knowledge of PC BIOS including security settings drive wiping boot media creation and BIOS updates.

• Skilled in PC diagnostics hardware testing and refurbishment.

• Familiarity with PC configuration OS deployment and software installation from a software library.

• Ability to securely and efficiently package and ship PCs and accessories to end users.

• Strong verbal and written communication skills; experience in procedural documentation is a plus.

• Comfortable engaging with customers vendors and management for both daily operations and project work.

• Detail-oriented with a focus on minimizing shipping errors maintaining accurate inventory and fulfilling tickets with precision.

• Capable of managing multiple tasks under pressure while maintaining high-quality standards.

• Team-oriented with the ability to support and guide peers.

• Flexible and adaptable to evolving processes and procedures.

Additional Details:

• This is an on-site position and is not eligible for remote work.

• Standard work schedule is Monday through Friday with hours varying to support team needs.

Job Description Summary

If youre enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers then Nationwide Technology is the place for you. Nationwides 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 youll 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.

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

• 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 Nationwides 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 Nationwides 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 managers 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/vision life insurance short and long term disability coveragepaid 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 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.

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 Analyst Technology Services Advisor - 111731 : $55700.00-$103500.00

The expected starting salary range for Analyst Technology Services Advisor - 111731 : $55700.00 - $83500.00