Analyst, Technology Services Advisor at Nationwide

Scottsdale, Arizona, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Financial Services, TechnologyIndustries

Requirements

Well-versed in ITIL service desk best practices
Strong customer service skills
Ability to adapt quickly to changing priorities
Background in insurance, particularly in the Excess and Surplus market (highly desirable)
Balance of technical proficiency and business understanding
Passionate about innovation, improving processes, and adopting new technologies
Enthusiastic about delivering secure technology solutions

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 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, including identification of solutions that can be converted to end user documentation for self-help
Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets, including Personal Computers (PC), Monitors, and related items
Support and maintain applications, personal computing equipment, and infrastructure across all environments
Perform a variety of technical services in support of applications and infrastructure
Fulfill IT Service Management (ITSM) processes
Utilize tools and technical knowledge to resolve agent and internal customer technology equipment and application issues in a timely and efficient manner
Collaborate with individuals across many technology teams (e.g., Application Development, Security, Infrastructure Engineering, Rapid Response Application, Infrastructure Products, Partner Solutions) to execute corrective actions/tasks and advocate on behalf of associates and agents

Skills

Key technologies and capabilities for this role

ITILService DeskCustomer ServicePhone SupportEmail SupportIT Service ManagementITSMInsurance ApplicationsExcess and Surplus

Questions & Answers

Common questions about this position

What is the work schedule and location for this role?

This is a full-time hybrid role requiring 2 days per week in the Scottsdale, Arizona office, with work hours from 8:00 AM to 4:30 PM Arizona Time.

What skills are required for the Technology Services Advisor position?

The role requires knowledge of ITIL service desk best practices, strong customer service skills, ability to adapt quickly to changing priorities, and technical proficiency to diagnose and resolve issues via phone, web, and chat.

What is the company culture like at Nationwide's IT team?

Nationwide's IT team features an agile work environment, collaborative culture, passion for innovation, constant improvement, and a customer-centered approach with associates passionate about delivering extraordinary care.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Technology Services Advisor role?

A strong candidate has a background in insurance, particularly the Excess and Surplus market, combined with technical proficiency, business understanding, and the ability to collaborate across technology teams.

Nationwide

Provides insurance and financial services

About Nationwide

Nationwide provides insurance and financial services to individuals and businesses across the United States. Their product offerings include auto, home, life, and commercial insurance, as well as retirement and investment solutions. The company operates by underwriting insurance policies and managing investment portfolios, earning revenue through premiums, investment income, and fees for financial services. What sets Nationwide apart from its competitors is its focus on leveraging technology to improve claims processing and policy management, along with its commitment to customer service. Additionally, Nationwide partners with organizations to offer financial education resources, particularly for retirees, aiming to ensure financial security and protect the futures of its clients.

Columbus, OhioHeadquarters

1925Year Founded

$769.7MTotal Funding

N/ACompany Stage

Consulting, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Risks

Competition from insurtech startups like Nexar may challenge Nationwide's market share.

AI-driven platforms like Planck could disrupt traditional insurance models.

Partnerships with AI firms may require significant tech investment and integration efforts.

Differentiation

Nationwide invests in tech-driven platforms like YellowBird and Betterview to enhance services.

Partnership with CLARA Analytics shows Nationwide's focus on AI for operational efficiency.

Collaboration with Funding Circle highlights Nationwide's support for small business growth.

Upsides

Nationwide's $56M loan to Whitestone REIT diversifies its investment portfolio.

Investments in AI and tech platforms could streamline operations and reduce costs.

Supporting small businesses may expand Nationwide's customer base and strengthen relationships.

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