Sr Analyst, Technology Services Advisor

Nationwide•Columbus, OH

5d•$69,500 - $103,500•Onsite

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! 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 assist in the training, oversight and utilization of analysts tasked to employ provided 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. You will, based on operational observations, data analysis, and service volumes, recommend and apply process improvements as well as monitor production for the escalation of business impact and service interruptions.

Requirements

Two or more years of technology experience.
One or more years of experience using basic levels of troubleshooting to fix a problem.
Strong problem-solving skills, a continuous improvement mindset, and a focus on delivering exceptional user experiences.
Deep knowledge of PC hardware, operating systems, troubleshooting, diagnostics, configuration, and lifecycle management.
Advanced knowledge of PC BIOS, including security settings, drive wiping, boot media creation, and BIOS updates.
Experience with PC diagnostics, hardware testing, refurbishment, OS deployment, software installation, and device configuration.
High proficiency with the ServiceNow ticketing system, including the ability to manage work efficiently and consistently meet ticket SLAs.
Experience with inventory management, equipment tracking, asset accuracy, and secure preparation and shipment of PCs and accessories.
Working knowledge of Power BI, including the ability to create, maintain, or interpret dashboards and reports to support operational decision-making.
Familiarity with Microsoft Copilot and Glean, including the ability to use AI-enabled tools responsibly to research information, improve productivity, and support knowledge management.
Entry-level project management skills, including organizing work, tracking milestones, coordinating stakeholders, documenting status, and meeting deadlines.
Entry-level programming and development knowledge, with exposure to Angular, RESTful services/APIs, JavaScript, or related technologies.
Ability to analyze operational data, identify trends, and recommend practical process improvements.
Basic leadership ability, including the ability to support and guide peers, share knowledge, coordinate team activities, and serve as a positive role model.
Strong verbal and written communication skills; experience creating procedures, job aids, or technical documentation is a plus.
Comfortable engaging with customers, vendors, technical partners, and management during daily operations and project work.
Self-motivated and capable of working independently with minimal supervision while also contributing effectively as part of a team.
Detail-oriented, with a focus on minimizing shipping errors, maintaining accurate inventory, and completing work with precision.
Capable of managing multiple priorities under pressure while maintaining high-quality standards.
Flexible and adaptable to evolving processes, procedures, technologies, and business needs.
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).
Insurance/financial services industry knowledge is a plus.

Responsibilities

Acts as next level escalation resource to handle complex or volatile customer issues when encountered by analysts.
Identifies and escalates major technology issue/incident trends, to Enterprise Command Center.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Provides after-hour, weekend and holiday critical on-call support to member facing associates and agents.
Coaches and uplifts Technology Service Advisory Analysts by coordinating and facilitating the on-the-job training portion of new analyst onboarding.
Provides back-up support to Technology Service Desk leaders to monitor real-time schedule monitoring, service desk volume spikes, service interruptions and channel work fluctuations.
Acts as surge resource to provide overflow support to serve as first point of contact for associates and independent agents seeking technical assistance.
Performs Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
Identifies and partners on implementing improvement opportunities identified through data analysis, proactive and reactive investigation, and department forum feedback.
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.
Support end-to-end hardware provisioning and asset management activities for internal users.
Help identify opportunities to improve workflows, reduce errors, increase efficiency, and enhance the customer experience.
Use reporting and data analysis to monitor operational performance and communicate meaningful insights.
Participate in technology and process improvement projects from planning through implementation.
Contribute to technical documentation, knowledge sharing, and the development of repeatable procedures.
Provide peer support and day-to-day guidance while promoting consistent processes and quality standards.