Nationwide is a Fortune 100 company focused on delivering innovative technology solutions. The Analyst, Technology Services Advisor role involves providing technical support to associates and agents, troubleshooting issues, and maintaining applications and infrastructure.
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
- 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
Skills
- Previous TSD call center experience supporting employee related technical issues at Nationwide
- General Property and 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), AgentCenter, or PolicyCenter/Guidewire
- 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
- Education: Undergraduate studies in computer science, management information systems or a related field is preferred
- License/Certification/Designation: 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
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
- And more.
Company Overview
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States. It was founded in 1925, and is headquartered in Columbus, Ohio, USA, with a workforce of 10001+ employees. Its website is http://nationwide.com.