Sr Analyst, Technology Practitioner (Technology Operations)

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.

The Sr. Analyst Technology Practioner (Technology Operations) role supports the Des Moines Tech Lounge teams which provide hands-on technology support for walk-up issues device troubleshooting hardware break/fix laptop replacement/setup software support and general associate guidance. The broader PCT model also supports virtual queue-based live chat and proactive support work requiring flexibility across in-person service and operational priorities.

This is a high-visibility customer-facing role for someone who enjoys solving problems directly for associates and improving their day-to-day technology experience. The Tech Lounge offers frequent opportunities to build relationships represent Workplace Technology Support and make an immediate tangible impact.

Top skills include Windows troubleshooting Microsoft 365/enterprise software support hardware deployment and lifecycle support ServiceNow ticket discipline and strong customer service judgment. These skills will be used to resolve issues quickly set clear expectations and determine when to repair replace escalate or partner across teams.

Key Responsibilities:
Provide walk-up Tech Lounge support for hardware software login and performance issues.
Diagnose endpoint issues and determine whether to repair reconfigure replace or re-deploy devices.
Manage support work in queues with accurate notes routing SLA discipline and closure practices.
Support laptop setup/replacement new hire setup upgrades Windows Microsoft apps and general tech guidance.
Assist with queue coverage identify recurring issues and contribute to proactive service improvements.

This role is required to be in the office 5 days a week. With occasional expectations of weekend/on call support.

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 Technology Practitioner youll 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 managers 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 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.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act individuals may contact the Smokefree Air Act Helpline at .

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 : $69500.00-$129000.00

The expected starting salary range for Sr Analyst Technology Practitioner : $69500.00 - $103500.00