Sr Analyst, Technology Services Advisor

Nationwide Mutual Insurance Company; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

401(k) with company match

Pension plan

Paid time off

Job summary

Nationwide Mutual Insurance Company is seeking a technically capable IT Support Analyst in Columbus, OH, to support internal users with PC hardware lifecycle, OS deployment, and configuration tasks. You will use ServiceNow for incident tracking and leverage Power BI for operational insights.

The role emphasizes strong problem solving, effective communication, and collaboration with peers, vendors, and management. On-site work, with occasional on-call coverage, is expected.

Qualifications

• Strong problem-solving and continuous improvement mindset.
• Experience with PC diagnostics, hardware testing, OS deployment and device configuration.
• Familiarity with BI dashboards and data-driven decision making.
• Ability to manage support tickets and align with SLAs.

Responsibilities

• Provide Level I hardware and software support to internal users via phone, web, and chat.
• Handle end-to-end hardware provisioning, asset management, and lifecycle activities.
• Maintain inventory accuracy and secure preparation and shipment of PCs and accessories.
• Configure devices, diagnose issues, and coordinate with vendors and partners.
• Create and maintain technical documentation and procedures.
• Support on-call coverage after hours, weekends, and holidays as needed.
• Leverage ServiceNow to track incidents, requests, and change activities, meeting SLA targets.
• Develop or interpret Power BI dashboards to monitor operational performance.

Skills

PC hardware

OS troubleshooting

BIOS & firmware

ServiceNow

Power BI

AI tools (Copilot, Glean)

Project management basics

JavaScript (frontend)

Angular

RESTful APIs

Tools

ServiceNow

Power BI

Angular

Job description

* Strong problem-solving skills, a continuous improvement mindset, and a focus on delivering exceptional user experiences.* Deep knowledge of PC hardware, operating systems, troubleshooting, diagnostics, configuration, and lifecycle management.* Advanced knowledge of PC BIOS, including security settings, drive wiping, boot media creation, and BIOS updates.* Experience with PC diagnostics, hardware testing, refurbishment, OS deployment, software installation, and device configuration.* High proficiency with the ServiceNow ticketing system, including the ability to manage work efficiently and consistently meet ticket SLAs.* Experience with inventory management, equipment tracking, asset accuracy, and secure preparation and shipment of PCs and accessories.* Working knowledge of Power BI, including the ability to create, maintain, or interpret dashboards and reports to support operational decision-making.* Familiarity with Microsoft Copilot and Glean, including the ability to use AI-enabled tools responsibly to research information, improve productivity, and support knowledge management.* Entry-level project management skills, including organizing work, tracking milestones, coordinating stakeholders, documenting status, and meeting deadlines.* Entry-level programming and development knowledge, with exposure to Angular, RESTful services/APIs, JavaScript, or related technologies.* Ability to analyze operational data, identify trends, and recommend practical process improvements.* Basic leadership ability, including the ability to support and guide peers, share knowledge, coordinate team activities, and serve as a positive role model.* Strong verbal and written communication skills; experience creating procedures, job aids, or technical documentation is a plus.* Comfortable engaging with customers, vendors, technical partners, and management during daily operations and project work.* Self-motivated and capable of working independently with minimal supervision while also contributing effectively as part of a team.* Detail-oriented, with a focus on minimizing shipping errors, maintaining accurate inventory, and completing work with precision.* Capable of managing multiple priorities under pressure while maintaining high-quality standards.* Flexible and adaptable to evolving processes, procedures, technologies, and business needs.* Support end-to-end hardware provisioning and asset management activities for internal users.* Help identify opportunities to improve workflows, reduce errors, increase efficiency, and enhance the customer experience.* Use reporting and data analysis to monitor operational performance and communicate meaningful insights.* Participate in technology and process improvement projects from planning through implementation.* Contribute to technical documentation, knowledge sharing, and the development of repeatable procedures.* Provide peer support and day-to-day guidance while promoting consistent processes and quality standards.* Acts as next level escalation resource to handle complex or volatile customer issues when encountered by analysts.* Identifies and escalates major technology issue/incident trends, to Enterprise Command Center.* Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.* Provides after-hour, weekend and holiday critical on-call support to member facing associates and agents.* Coaches and uplifts Technology Service Advisory Analysts by coordinating and facilitating the on-the-job training portion of new analyst onboarding.* Provides back-up support to Technology Service Desk leaders to monitor real-time schedule monitoring, service desk volume spikes, service interruptions and channel work fluctuations.* Acts as surge resource to provide overflow support to serve as first point of contact for associates and independent agents seeking technical assistance.* Performs Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.* Identifies and partners on implementing improvement opportunities identified through data analysis, proactive and reactive investigation, and department forum feedback.* 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.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,At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care - and we've been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can *feel* the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're, too, and let us know -