Analyst, Technology Services Advisor
Core
Provide Level I technical support and IT service management for Nationwide Insurance agents and associates, handling equipment, application, and infrastructure issues via phone, web, and chat.
Role type
Level I Technical Services Advisor (IT Support)
Builds
ITSM processes, self-help documentation, and hardware lifecycle management for agents and internal users
Domain
Insurance technology / IT Service Management
Deliverable
client delivery
Required skills
Level I technical troubleshooting, incident documentation and escalation, root cause analysis, PC lifecycle management, inventory management, knowledge article maintenance
Preferred skills
Property Casualty business acumen, familiarity with Agent Gateway systems (AGSS, AGCM, Agent Center, Policy Center/Guidewire), basic scripting or development knowledge
Technologies
Agent Gateway Sales and Service (AGSS), Agent Gateway Client Management (AGCM), Agent Center, Policy Center/Guidewire, AWS, Azure
Responsibilities
Diagnose and resolve technology equipment and application issues for users; escalate complex issues to Level II teams; identify and communicate technology issue trends; manage PC lifecycle from acquisition to retirement; manage inventory and forecast for PC peripherals; provide feedback on knowledge articles to improve self-help documentation
Seniority
Entry-level (0-1 years experience)
