Analyst, Technology Services

Nationwide Mutual Insurance Company; Columbus (OH); Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) with company match

Company-paid pension plan

Job summary

Nationwide Mutual Insurance Company is seeking a Technology Services Analyst to support agents and associates with IT services across environments. You will resolve hardware, software, and application issues, while contributing to ITSM processes and cross-team collaboration.

The role offers hybrid work with in-office days in Columbus and Des Moines and a route to grow in a large, customer-focused technology organization.

Qualifications

• Prior TSD call center experience providing employee technical support.
• Familiarity with agency systems such as AGSS, AGCM, AgentCenter, PolicyCenter/Guidewire.
• Willingness to learn and support nationwide agents and associates.

Responsibilities

• Serve as first point of contact for associates and independent agents.
• Provide level 1 technical support via phone, web, and chat.
• Document and escalate issues to level 2 teams with proper data.
• Support ITSM processes and ensure timely resolution.

Skills

Call center experience

Communication skills

Information security acumen

Insurance knowledge

Education

Undergraduate studies in computer science/MIS

Tools

AGSS

AGCM

AgentCenter

PolicyCenter/Guidewire

Job description

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. 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 60 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. This position may be based in either our Des Moines, Iowa, or Columbus, Ohio, office. This is a hybrid role with the following in-office schedule: Columbus, Ohio: Tuesday and Wednesday. Des Moines, Iowa: Wednesday and Thursday.

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 Services Analyst, you will support and maintain applications, personal computing equipment, and infrastructure across all environments while delivering a variety of technical services in a timely, efficient manner. The role also plays a vital part in fulfilling IT Service Management (ITSM) processes. Using technical knowledge and tools, you will resolve agent and internal customer equipment and application issues in a timely and efficient manner. The role also partners with teams across technology to execute corrective actions and advocate for associates and agents.

Key Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance.
• Performs level 1 technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
• Documents, prioritizes, and escalates associate and agent issues that require handling by level 2 technology partners, ensuring level 2 teams have proper data to investigate and resolve user issues in a timely manner.
• Identifies and communicates immediate technology issue and 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 a customer advocate within Technology when level 2 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 identifying 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), monitors, and related items; such as data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide’s equipment.
• Responsible for inventory management and forecasting for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.
• May perform other responsibilities as assigned.

Reporting Relationships: Reports to a Technology Services or Engineering leader at the supervisor level or above.

Typical Skills and Experiences

Education

Undergraduate studies in computer science, management information systems or a related field are preferred.

License/Certification/Designation

Technology certifications or designations are not required, but encouraged (i.e., AWS, Azure, scripting and development languages, delivery methods, security).

Experience

One year or less of technology experience including some experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills

Good communication skills, execution of the Accelerated Solutions Delivery framework, Information Security acumen and priority setting are 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: Hybrid to normal office environment options may be available. 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

• 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.

Compensation

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.

The national salary range for Analyst, Technology Services : $55,700.00-$103,500.00

The expected starting salary range for Analyst, Technology Services : $55,700.00 - $83,500.00

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 888-944-2247.

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.