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Technology Agent Support Analyst

If you're passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide's Information 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. This role will work a hybrid schedule coming into the Scottsdale, Arizona office two days per week. Work hours 8 : 00 AM 4 : 30 PM Arizona Time.

We are seeking a Technology Agent Support Analyst to provide high-quality phone and email support to external agents using our company applications. The ideal candidate will be well-versed in ITIL service desk best practices, possess strong customer service skills, and adapt quickly to changing priorities. A background in insuranceparticularly in the Excess and Surplus marketis highly desirable. This role requires a balance of technical proficiency and business understanding to effectively assist agents and ensure a seamless user experience.

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.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• 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.

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.

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.

NOTE TO EMPLOYMENT AGENCIES : We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies.