Sr Analyst, Technology Operations Analyst

About this role

If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s 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 Columbus, Ohio, Des Moines, Iowa, or Scottsdale, Arizona office. Remote internal associates may also be considered.

Nationwide is looking for a Technology Operations Analyst to join the Nationwide Technology Operations Enterprise Command Center (ECC). • Training/onboarding will be 7:30 am ET – 4:00 pm ET (45min lunch) for first 6 to 8 weeks

• On shift hours will be Sunday, Monday, Tuesday 7:30 am ET to 8:00 pm ET, three days in a row (37.5 hours/week). Subject to change based on workload needs.

We’re looking for a technically adept, curious, action-oriented professional to join our team and help us understand, support, and improve complex application and infrastructure environments. 

This role is a great fit for someone who can take our monitoring and observability signals and connect the dots across technology layers and determine what it means, what may be causing it, how to move toward resolution, and what the impact is to the business. 

The ideal candidate brings experience with a range of technologies. Examples of relevant experience may include: • Linux and Windows environment

• Middleware and application platforms

• AWS and Azure cloud environments

• APIs and connected service environments

• Monitoring and observability tools and practices

We’re especially interested in someone who brings strong critical-thinking and problem-solving skills. You should be comfortable investigating unfamiliar situations, asking the right questions, testing reasonable approaches, and taking thoughtful action when the answer is not already documented. 

Success in this role requires adaptability, initiative, and sound judgment. You’ll need to balance established processes with the ability to respond effectively when situations do not fit a standard playbook. The strongest candidates will be able to work through ambiguity, collaborate across technical teams, and translate complex technical findings into clear business impact and next steps. 

If you enjoy solving problems beyond the surface level, learning how systems work together, and making a meaningful difference in the reliability and performance of technology services, we’d like to hear from you.

#LI-AC1

Job Description Summary If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!

As a Technology Support Center Practitioner, you’ll be responsible for 24/7 Internet Application & Distributed Server monitoring, support for Middleware, Windows, & Linux servers. You’ll have the opportunity to deploy code for application code moves and provide Level 1 Cloud Enablement support for the entire company. Job Description Key Responsibilities: • Performs 24/7 Internet Application and Distributed Server platform monitoring.

• Provides level 1 & 2 Incident and Request support for the Web Middleware (WebSphere, IHS, Tomcat), MQ, Windows and Linux operating system infrastructures and level 1 support for Cloud enablement team (AWS & Azure) handling incidents.

• Supports all incidents, requests, and validation activities for monthly Application Release, Infrastructure Release and Disaster Recovery activities.

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

• Performs production code deployments for application code moves.

• Provides service monitoring support for all Windows servers – SCOM monitoring tool.

• Performs independently basic and complex day-to-day tasks (Incidents, Requests, Tasks, Changes).

• Participates in onboarding training of newer associates in all necessary IT Service Management processes and procedures.

• Proposes procedural documentation updates as identified and communicates to Team Leads for approval.

• Consults with business partners as an escalation point to resolve complex system issues.

• Completes in-depth analysis into the team’s work (Incidents, Requests, Tasks, Changes) to identify trends, complete problem analysis, with the focus on improvements in people (training, skills uplift), process (IT Service Management process enhancement opportunities), or technology (problematic software systems and/or hardware devices that would require fixes or replacement).

• Performs procedural documentation analysis, updates as necessary, and communicates procedural changes to the team.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager, Technology Services Leader.

Typical Skills and Experiences: The ideal Technology Support Center Practitioner has the following e xperiences. • Proven experience with infrastructure and data center environments, as well as alert and event monitoring practices

• Thorough understanding of IT Infrastructure Library (ITIL) best practices

• Proven experience in a customer service role

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 strongly encouraged (i.e.: AWS, ITILv4).

Exp

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