Sr Analyst, Technology Practitioner (Technology Operations)

The Sr. Analyst, Technology Practioner (Technology Operations) role supports the Columbus, OH Tech Lounge teams, which provide hands-on technology support for walk-up issues, device troubleshooting, hardware break/fix, laptop replacement/setup, software support, and general associate guidance. The broader PCT model also supports virtual, queue-based, live chat, and proactive support work, requiring flexibility across in-person service and operational priorities.

This is a high-visibility, customer-facing role for someone who enjoys solving problems directly for associates and improving their day-to-day technology experience. The Tech Lounge offers frequent opportunities to build relationships, represent Workplace Technology Support, and make an immediate, tangible impact.

Top skills include Windows troubleshooting, Microsoft 365/enterprise software support, hardware deployment and lifecycle support, ServiceNow ticket discipline, and strong customer service judgment. These skills will be used to resolve issues quickly, set clear expectations, and determine when to repair, replace, escalate, or partner across teams.

Key Responsibilities:
• Provide walk-up Tech Lounge support for hardware, software, login, and performance issues.
• Diagnose endpoint issues and determine whether to repair, reconfigure, replace, or re-deploy devices.
• Manage support work in queues with accurate notes, routing, SLA discipline, and closure practices.
• Support laptop setup/replacement, new hire setup, upgrades, Windows, Microsoft apps, and general tech guidance.
• Assist with queue coverage, identify recurring issues, and contribute to proactive service improvements.

This role is required to be in the office 5 days a week. With occasional expectations of weekend/on call support.

Job Description Summary

Job Description

Key Responsibilities: 

• Performs work in adherence with IT Service Management best practices.

• Creates and maintains operational knowledge of platforms, technologies, and applications.

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

• Communicates status of issues/incidents (including business impact) by partnering with Incident Management and Resolution teams to allow for immediate response to service disruptions. 

• Assists in research of end user issues with technology solutions.

• Executes Level II technical support for hardware and software application configuration, incident management processes, proactive/reactive monitoring, and knowledge management.

• Coordinates with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.

• Provides on-site support as needed during Business Continuity and Catastrophic (CAT) related events (i.e., catastrophes), including all infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support and other duties requested.

• Provides technical support to diagnose, analyze, research, and resolve complex technology issues for internal users.

• Acts as an advocate for end users on Level II technical support issues.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager/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: Two or more years of technology experience developing and implementing a routine solution. One or more years of experience using basic levels of troubleshooting to fix a problem.

Knowledge, Abilities and Skills: Effective communication skills, knowledge of planning, management, and execution of Accelerated Solutions Deliver framework, Information Security acumen. Influencing, negotiating and priority setting is needed. 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: Normal office environment or hybrid work options may be available. Non-standard or extended work hours may be required based on business unit 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.

Benefits

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. To learn more about the benefits we offer, click here.

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. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.