Sr Analyst, Technology Practitioner (Technology Operations)

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.

About the role

The Sr. Analyst, Technology Practitioner (Technology Operations) role supports the Columbus, OH Tech Lounge teams, which provide hands-on technology support for walk-up issues, device troubleshooting, hardware break/fix, laptop replacement/setup, software support, and general associate guidance. The broader PCT model also supports virtual, queue-based, live chat, and proactive support work, requiring flexibility across in-person service and operational priorities. This is a high-visibility, customer-facing role for someone who enjoys solving problems directly for associates and improving their day-to-day technology experience. The Tech Lounge offers frequent opportunities to build relationships, represent Workplace Technology Support, and make an immediate, tangible impact.

Responsibilities

• Provide walk-up Tech Lounge support for hardware, software, login, and performance issues.
• Diagnose endpoint issues and determine whether to repair, reconfigure, replace, or re-deploy devices.
• Manage support work in queues with accurate notes, routing, SLA discipline, and closure practices.
• Support laptop setup/replacement, new hire setup, upgrades, Windows, Microsoft apps, and general tech guidance.
• Assist with queue coverage, identify recurring issues, and contribute to proactive service improvements.
• Perform work in adherence with IT Service Management best practices.
• Create and maintain operational knowledge of platforms, technologies, and applications.
• Apply secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Communicate status of issues/incidents (including business impact) by partnering with Incident Management and Resolution teams to allow for immediate response to service disruptions.
• Assist in research of end user issues with technology solutions.
• Execute Level II technical support for hardware and software application configuration, incident management processes, proactive/reactive monitoring, and knowledge management.
• Coordinate with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.
• Provide on-site support as needed during Business Continuity and Catastrophic (CAT) related events, including all infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support.
• Provide technical support to diagnose, analyze, research, and resolve complex technology issues for internal users.
• Act as an advocate for end users on Level II technical support issues.
• Perform other responsibilities as assigned.

Requirements

• Two or more years of technology experience developing and implementing a routine solution.
• One or more years of experience using basic levels of troubleshooting to fix a problem.
• Effective communication skills, knowledge of planning, management, and execution of Accelerated Solutions Delivery framework, Information Security acumen.
• Influencing, negotiating, and priority setting skills.
• Insurance/financial services industry knowledge is a plus.
• Regularly and consistently demonstrates Nationwide Values.

Qualifications

• Undergraduate studies in computer science, management information systems, or a related field is preferred.
• Technology certifications or designation are not required but encouraged (e.g., AWS, Azure, Scripting and Development Languages, Delivery Methods, Security).

Skills

• Windows troubleshooting
• Microsoft 365/enterprise software support
• Hardware deployment and lifecycle support
• ServiceNow ticket discipline
• Strong customer service judgment

Schedule

• This role is required to be in the office 5 days a week.
• Occasional expectations of weekend/on-call support.
• Normal office environment or hybrid work options may be available.
• Non-standard or extended work hours may be required based on business unit staffing requirements and/or resource needs.
• Some travel may be required.

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

Pay

The national salary range for Sr Analyst, Technology Practitioner: $69,500.00-$129,000.00

The expected starting salary range for Sr Analyst, Technology Practitioner: $69,500.00 - $103,500.00