Specialist, Technology Services Practitioner (ServiceNow ITSM)

Nationwide Mutual Insurance•Columbus, OH

5d•Hybrid

About The Position

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! 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.

Requirements

General understanding of IT Service Management processes and best practices (Event, Incident, Problem, Change, Configuration Management, etc.)
Ability to conduct requirements gathering and thorough vetting of goal state solutions
Challenges the status quo and has a continuous improvement passion
Action oriented – self starter
Prioritize tasks and requests based on urgency and value driven outcomes
Technical Acumen in several Technology Domains
Ability to work on complex issues in a team setting
Focused on improving development turnaround times
Proven decision-making, troubleshooting, and problem-solving skills
Responsive, Reliable, and Dependable delivering on commitments
Quality and delivery/execution focus (plan, design, create, test, review, etc.)
Four years or more of technology experience developing and implementing a routine solution.
One or more years of experience using basic levels of troubleshooting to fix a problem.
Strong communication skills, knowledge of planning, management and execution of Accelerated Solutions Deliver framework, Information Security acumen.
Influencing, negotiating and priority setting is needed.

Nice To Haves

Focus on the data-driven analysis that leads to continuous improvement identification and execution
Flexibility – open minded and considers new ideas, strategies, and approaches
Organization and prioritization focus
Strong communication skills (written and oral)
Insurance/financial services industry knowledge is a plus.
Technology certifications or designation are encouraged (i.e., AWS, Azure, scripting and development languages, delivery methods, security).

Responsibilities

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.
Coordinates 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.
Coordinates 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.

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