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.

Compensation Grade: D4

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.

Job Description

Key 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.

Reporting Relationships: Reports to Supervisor, Manager or Director, Technology Leader.

Typical Skills and Experiences: 

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).

Experience: 0 - 1 year of technology experience including some experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills: Good communication skills, execution of Accelerated Solutions Deliver framework, Information Security acumen and priority setting is preferred. Insurance/financial services industry knowledge is a plus. 

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Values:  Regularly and consistently demonstrates Nationwide Values.

Job Conditions: 

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: In-office, hybrid, and work from home opportunities. Non-standard or extended work may be required based on staffing requirements and/or resource needs. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

We have an array of benefits to fit your needs, including: 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. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Analyst, Technology Services Advisor - 111731 : $55,700.00-$103,500.00

The expected starting salary range for Analyst, Technology Services Advisor - 111731 : $55,700.00 - $83,500.00