Specialist, Technology Services Practitioner; ServiceNow ITSM

Job Overview

If you’re 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 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.

This role will work a hybrid schedule coming into the Columbus, Ohio, Des Moines, Iowa, or Scottsdale, Arizona office 2 days (Tuesday & Thursday) per week. Remote internal associates may also be considered.

The Technical Services Practitioner supports and maintains applications and infrastructure across all environments. You perform a variety of technical services in support of applications and infrastructure and play a vital part in fulfillment of IT Service Management (ITSM) processes. You’ll collaborate with individuals across many professional roles (e.g., Technology Application Development, Technology Analysis, Information Risk Management (IRM), Technology Engineering) and teams (e.g., Application Products, Delivery Lines, Technology Operations, IRM, Infrastructure Products, Project Managers, Infrastructure Partnership Leaders (IPLs)) to execute tasks and contribute recommendations based on operational observations, production and test performance/environments and end user needs/requirements.

• Executes work in adherence with IT Service Management best practices.
• Identifies, designs and assists in implementing opportunities to standardize operational environments.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Designs and develops standard, repeatable production runs; creates all appropriate job control language; schedules scripts and standard documentation; and partners with other support organizations to set up and execute.
• Executes process improvements through optimization, enhancements and implementation of new operational features and functions.
• Provides consultation and support to delivery teams in their release activities.
• Engages in critical situations.
• Ensures currency of data in configuration management tools.
• Maintains adherence to contract license usage.
• Provides data‑driven decisions by delivering operational metrics and by analyzing operational data to identify trends and potential problems.
• Analyzes, designs and reports operational data and makes continuous improvement recommendations.
• Delivers operational overview documentation and metrics with insights and analysis.
• Maintains operational knowledge of platforms, technologies and applications.
• Co‑ordinates with others to allow for immediate response to service disruptions.
• Communicates root‑cause analysis and critical situation findings to Technology leaders.
• Drives research of end user issues with technology solutions.
• Provides oversight to ensure planning and coordination of enterprise release activities occurs.
• Executes Level II and III technical support for hardware and software application configuration, incident management processes, monitoring, and knowledge management.
• Co‑ordinates with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.
• Serves as technical and process escalation for team members.
• Provides on‑site support during Business Continuity and Catastrophic (CAT) related events, including infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support.
• May perform other responsibilities as assigned.

• 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:
  
  Four years…