Analyst, Technology Services
Core
Provide Level 1 technical support and IT service management for Nationwide Insurance agents and internal associates via phone, web, and chat.
Role type
Level 1 IT Service Desk Analyst
Builds
ITSM processes, knowledge base articles, and hardware lifecycle management
Domain
Insurance technology services
Deliverable
dashboards & analysis
Required skills
Level 1 troubleshooting, incident documentation, escalation procedures, hardware lifecycle management, inventory forecasting, root cause analysis, customer advocacy (via careerplan.io/jobs/100591-analyst-technology-services-at-nationwide)
Preferred skills
Property Casualty business acumen, agency system familiarity (AGSS, AGCM, AgentCenter, Guidewire), information security acumen, insurance/financial services industry knowledge
Technologies
Agent Gateway Sales and Service (AGSS), Agent Gateway Client Management (AGCM), AgentCenter, PolicyCenter/Guidewire
Responsibilities
Diagnose and resolve technology equipment and application issues for users; document and escalate issues to Level 2 teams; identify and communicate technology issue trends; manage PC lifecycle from acquisition to retirement; manage inventory and forecasting for PC peripherals.
Seniority
Entry-level, hands-on IC