Analyst, Technology Services Advisor

Nationwide•Columbus, OH

2d•Onsite

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. This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program. Hardware Asset Management & Provisioning team provides end-to-end solutions to deliver high-quality computing devices to associates. Our mission is to ensure the right processes, people, and technologies are in place to meet and exceed our internal customers’ expectations. This position offers a 100% in-office opportunity to work in a collaborative team environment, supporting the technological needs of our internal users. 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.

Requirements

Strong problem-solving skills with a continuous improvement mindset and a focus on delivering exceptional user experiences.
Deep understanding of Build Center workflows, including both upstream and downstream processes.
High proficiency with the ServiceNow ticketing system.
Ability to meet deadlines and ensure all ticket SLAs are consistently achieved.
Self-motivated and capable of working independently with minimal supervision.
Experience in inventory management, including tracking and maintaining equipment.
Advanced knowledge of PC BIOS, including security settings, drive wiping, boot media creation, and BIOS updates.
Skilled in PC diagnostics, hardware testing, and refurbishment.
Familiarity with PC configuration, OS deployment, and software installation from a software library.
Ability to securely and efficiently package and ship PCs and accessories to end users.
Strong verbal and written communication skills; experience in procedural documentation is a plus.
Comfortable engaging with customers, vendors, and management for both daily operations and project work.
Detail-oriented with a focus on minimizing shipping errors, maintaining accurate inventory, and fulfilling tickets with precision.
Capable of managing multiple tasks under pressure while maintaining high-quality standards.
Team-oriented with the ability to support and guide peers.
Flexible and adaptable to evolving processes and procedures.
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.

Nice To Haves

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.
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 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.