Analyst, Technical Services Advisor (Agent Support Service Desk)

Nationwide•Columbus, OH

1d•Hybrid

About The Position

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. Training will be approximately 1 month from 7am - 3:30pm (AZ/MST). The shift once training is complete will be 8-4:30 (AZ/MST). It can be subject to change based on our business needs. We also may ask for shift coverage/changes if people are OOO or ill etc. Flexibility is important. Excellent customer service skills, speaking and written communication. Executes incident processes for ESS applications Provides level 1 & level 2 consultive support to external revenue generating agents via phone queue and email intake Dependable self-starter, able to work remote both independently as well as part of a collaborative, engaged team environment Analyzes and troubleshoots basic to complex technical and application issues and offer solutions Must be able to provide shift coverage as needed, includes on call rotation ServiceNow or other incident handling experience a plus Performs trend analysis for problem incidents Knowledge and support of ESS applications or other insurance lines desired NOTE: This role does not require developer or programming degree/expertise. Certifications and or obtaining a degree can provide additional future opportunities within Technology Services. Job Description Summary If you are passionate about delivering technology solutions and services to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Our 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.

Requirements

0 - 1 year of technology experience including some experience using basic levels of troubleshooting to fix a problem.
Good communication skills, execution of Accelerated Solutions Deliver framework, Information Security acumen and priority setting is preferred.
Regularly and consistently demonstrates Nationwide Values.

Nice To Haves

Undergraduate studies in computer science, management information systems or a related field is preferred.
Technology certifications or designation are not required, but encouraged (i.e.: AWS, Azure, Scripting and Development Languages, Delivery Methods, Security).
ServiceNow or other incident handling experience a plus
Performs trend analysis for problem incidents
Knowledge and support of ESS applications or other insurance lines desired
Insurance/financial services industry knowledge is a plus.

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.
Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.
Acts as customer advocate within Technology when Level II incident responses are rejected by associates or independent agents.
Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identification of solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.
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.
May perform other responsibilities as assigned.

Benefits

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