Sr Analyst, Technology Services Advisor

* 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 Service Now 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…