Sr. Analyst, Technology Practitioner (Workplace Technology Support)

Nationwide Mutual Insurance•Scottsdale, AZ

3d•Hybrid

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 Technology Practitioner, you’ll 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 collaborate with individuals/teams across many areas (e.g., Software Engineering, Security, Infrastructure Engineering etc.) and third-party vendors, to execute responsibilities and contribute recommendations based on operational observations, production and test performance/environments, end user needs/requirements, and/or issues.

Requirements

Undergraduate studies in computer science, management information systems or a related field is preferred.
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 Deliver framework, Information Security acumen.
Influencing, negotiating and priority setting is needed.

Nice To Haves

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.
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.

Responsibilities

Consults with internal associates to understand business needs and conducts assessments for complex systems, hardware, and software requirements.
Analyzes system issues and provides first-, second-, and third-level technical support to internal users, including support related to computer operations, networks, installations, configurations, error resolution, system availability, and downtime procedures.
Participates in incident, problem, and change management activities to minimize service disruption and ensure timely restoration of services for internal users.
Provides advanced technical support to diagnose, analyze, research, and resolve complex technology issues affecting internal associates.
Responsible for identifying, isolating, resolving, and documenting problems related to information systems, applications, hardware, and infrastructure.
Analyzes system issues to determine root cause and designs or develops effective solutions.
Tests solutions thoroughly and documents system specifications, configurations, modifications, and design changes.
Performs preventative maintenance, troubleshooting, root cause analysis, and resolution of complex technical incidents to ensure system stability and associate satisfaction.
Researches and recommends technical alternatives, including emerging or advanced technologies, to meet business and operational needs.
Investigates and documents escalated issues and potential solutions for complex or moderately complex problems.
Collaborates with other internal technology teams or specialized resources as needed to resolve issues effectively.
Identifies trends and recurring issues related to systems performance or reliability.
Provides recommendations and preventative strategies to management to reduce future incidents and improve system effectiveness.
Works closely with network services, systems engineering, desktop support, and application development teams to restore services, identify root system issues, and implement long-term corrective actions.
Recommends system or process enhancements to improve productivity and reduce operational risk.
Provides ongoing technical guidance and training to internal associates on company technologies, infrastructure, hardware, and software tools.
Develops and maintains operational documentation, procedures, and knowledge resources to support consistent and efficient technology operations.
Performs work in adherence with IT Service Management best practices.
Creates and maintains operational knowledge of platforms, technologies, and applications.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Communicates status of issues/incidents (including business impact) by partnering with Incident Management and Resolution teams to allow for immediate response to service disruptions.
Assists in research of end user issues with technology solutions.
Executes Level II technical support for hardware and software application configuration, incident management processes, proactive/reactive monitoring, and knowledge management.
Coordinates with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.
Provides on-site support as needed during Business Continuity and Catastrophic (CAT) related events (i.e., catastrophes), including all infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support and other duties requested.
Provides technical support to diagnose, analyze, research, and resolve complex technology issues for internal users.
Acts as an advocate for end users on Level II technical support issues.
May perform other responsibilities as assigned.

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