Sr Analyst, Technology Operations Analyst

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, 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.

About the role

This role will work a hybrid schedule coming into the Columbus, Ohio, Des Moines, Iowa, or Scottsdale, Arizona office. Remote internal associates may also be considered. Training/onboarding will be 7:30 am ET – 4:00 pm ET (45min lunch) for the first 6 to 8 weeks. On-shift hours will be Sunday, Monday, Tuesday 7:30 am ET to 8:00 pm ET, three days in a row (37.5 hours/week). Subject to change based on workload needs.

We’re looking for a technically adept, curious, action-oriented professional to join our Technology Operations Enterprise Command Center (ECC) and help us understand, support, and improve complex application and infrastructure environments. This role is a great fit for someone who can take our monitoring and observability signals and connect the dots across technology layers to determine what it means, what may be causing it, how to move toward resolution, and what the impact is to the business.

The ideal candidate brings experience with a range of technologies, including:

• Linux and Windows environments
• Middleware and application platforms
• AWS and Azure cloud environments
• APIs and connected service environments
• Monitoring and observability tools and practices

We’re especially interested in someone who brings strong critical-thinking and problem-solving skills. You should be comfortable investigating unfamiliar situations, asking the right questions, testing reasonable approaches, and taking thoughtful action when the answer is not already documented. Success in this role requires adaptability, initiative, and sound judgment. You’ll need to balance established processes with the ability to respond effectively when situations do not fit a standard playbook. The strongest candidates will be able to work through ambiguity, collaborate across technical teams, and translate complex technical findings into clear business impact and next steps.

Responsibilities

• Performs 24/7 Internet Application and Distributed Server platform monitoring.
• Provides level 1 & 2 Incident and Request support for Web Middleware (WebSphere, IHS, Tomcat), MQ, Windows and Linux operating system infrastructures, and level 1 support for Cloud enablement team (AWS & Azure) handling incidents.
• Supports all incidents, requests, and validation activities for monthly Application Release, Infrastructure Release, and Disaster Recovery activities.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Performs production code deployments for application code moves.
• Provides service monitoring support for all Windows servers using the SCOM monitoring tool.
• Performs independently basic and complex day-to-day tasks (Incidents, Requests, Tasks, Changes).
• Participates in onboarding training of newer associates in all necessary IT Service Management processes and procedures.
• Proposes procedural documentation updates as identified and communicates to Team Leads for approval.
• Consults with business partners as an escalation point to resolve complex system issues.
• Completes in-depth analysis into the team’s work (Incidents, Requests, Tasks, Changes) to identify trends, complete problem analysis, with a focus on improvements in people (training, skills uplift), process (IT Service Management process enhancement opportunities), or technology (problematic software systems and/or hardware devices that would require fixes or replacement).
• Performs procedural documentation analysis, updates as necessary, and communicates procedural changes to the team.
• May perform other responsibilities as assigned.

Requirements

• Proven experience with infrastructure and data center environments, as well as alert and event monitoring practices.
• Thorough understanding of IT Infrastructure Library (ITIL) best practices.
• Proven experience in a customer service role.
• Two years or more application/Infrastructure support experience.

Qualifications

• Undergraduate studies in computer science, management information systems, or a related field is preferred.
• Technology certifications or designation are not required but strongly encouraged (e.g., AWS, ITILv4).

Skills

• Cloud infrastructure knowledge (e.g., Amazon Web Service, Microsoft Azure).
• Fluency in Windows Server Operating Systems.
• Performs both basic and complex middleware commands.
• Reviewing logs and other tools to aid in troubleshooting.
• Fluency in Linux Server Operating Systems.
• Solid communication and collaboration skills.
• ServiceNow experience is a plus.

Schedule

Training/onboarding will be 7:30 am ET – 4:00 pm ET (45min lunch) for the first 6 to 8 weeks. On-shift hours will be Sunday, Monday, Tuesday 7:30 am ET to 8:00 pm ET, three days in a row (37.5 hours/week). Subject to change based on workload needs. Overtime is eligible (Non-Exempt).

Pay

The national salary range for Sr Analyst, Technology Support Center Practitioner is $69,500.00-$129,000.00. The expected starting salary range is $69,500.00 - $103,500.00.

Benefits

• Medical, dental, and vision insurance.
• 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.