Analyst – Technology Services Advisor
| Company | Nationwide |
|---|---|
| Location | Scottsdale, AZ, USA, Columbus, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad |
Requirements
- Experience in Customer Service
- Experience in IT Service Management
- Strong communication skills
- Strong documentation skills
- Strong organizational skills
Responsibilities
- Serve 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
- Identify and communicate immediate technology issue/incident trends that have the potential to cause large scale service interruptions
- Apply secure software and systems engineering practices throughout the delivery lifecycle
- Identify high volume issues requiring root cause analysis from technology business partners
- Act as customer advocate within Technology when Level II incident responses are rejected by associates or independent agents
- Identify and provide feedback on missing or incorrect knowledge articles
- Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets
- Responsible for inventory management and forecast for PC peripherals
Preferred Qualifications
- Undergraduate studies in computer science, management information systems or a related field is preferred
- 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