Analyst, Technology Services Advisor

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.

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), Agent Center, or Policy Center/Guidewire.

Selected candidates will be provided training on supporting business applications for agents. experience providing customer support to exclusive and/or independent agents.

Preference is for a candidate to work from a primary office location;
Columbus Ohio, Des Moines Iowa, or Scottsdale Arizona with the option for a hybrid working environment.

However, on occasion, applications from candidates working remotely who bring critical industry skills and relevant experience may be considered.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

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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 Technical Services Advisor you’ll support and maintain applications, personal computing equipment and infrastructure across all environments. You will 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 utilize tools and technical knowledge to resolve agent and internal customer technology equipment and application issues in a timely and efficient manner. You will collaborate with individuals across many technology teams (e.g., Application Development, Security, Infrastructure Engineering, Rapid Response Application, Infrastructure Products, Partner Solutions, etc.), to execute corrective actions/tasks and advocate on behalf of associates and agents.

Job Description

Key Responsibilities:

Serves as first point of contact for associates and independent agents seeking technical assistance. Perform Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.

Document, prioritize, and escalate associate and agent issues that require handling by Level II technology partners, ensuring Level II teams have proper data to investigate and resolve user issues in a timely manner.

Identifies and communicates immediate technology issue/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…