Analyst, Technology Services

## Analyst, Technology Services Apply:
Iowa
- Des Moines, 1100 Locust Street:
Ohio
- Columbus, Three Nationwide Plaza:
Full time:
Posted Today:
100510

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.*
* ** 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 support of both. This 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, efficient manner. The role also partners with teams across technology to execute corrective actions and advocate for associates and agents.
****** Job Description
*******
* 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…