Analyst, IT Operations

Company: Nationwide
Location: Des Moines
Posted on: September 10, 2020

Job Description:

SunIRef:cr001 If you're passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide's Information Technology team could be the place for you! Nationwide's IT Service Desk is an inbound call center supporting 30,000 plus associates/contractors and 100,000 plus agents. We provide break fix and troubleshooting support for passwords, network, connectivity, hardware, software, and mobile apps to name a few. Our group is comprised of about 100 associates in both Columbus and Des Moines. Ideal candidates for these roles will have: experience providing customer support desire to gain information technology knowledge and skills focus on continuous learning Additionally hours of this position could range from open 6:00 AM EST to close 9:30 PM EST , unless business need changes and hours need to be adjusted to correspond to the need. Compensation grade: D3 Job Description Summary JOB SUMMARY: Under moderate supervision, performs moderately complex tasks associated with IT Operations. Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier technical support to end users on moderately complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users. Job Description REPORTING RELATIONSHIPS: Reports to: Manager/Director CORE DUTIES AND RESPONSIBILITIES: 1. Provides technical support to diagnose, analyze, research and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services. 2. Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware. 3. Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents in order to ensure satisfaction. 4. Documents and routes moderately complex customer escalation's and recommends appropriate technical team or resource. 5. Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems. 6. Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications. 7. Performs all other duties as assigned. MINIMUM JOB REQUIREMENTS: Education- Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred. Knowledge - Proven knowledge of mainframe, microcomputer and/or network technologies and applications. Must have an understanding of customer business and product environment. Must have an understanding of business systems, data processing, and customer service concepts and practices. Certification/ Designation -Certification in Microsoft or an equivalent designation is preferred. Experience - Two years of experience in a related field. Customer service experience is preferred. Skills -Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions. Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals. Must have good analytical and decision-making skills. Values -Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors. Staffing Exceptions -Staffing exceptions to the above minimum job requirements must be approved by the: Vice President and Human Resources. JOB CONDITIONS: Working Conditions: Extended periods on phone and personal computer. May be required to work non-standard hours based on hours of operation and schedule. May be required to carry a cell phone and respond to pages Overtime Eligibility: Eligible (nonexempt) ADA: The above statements cover what are generally believed to the principal and essential functions of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties. Job Evaluation Activity: Evaluated March 2010 JDC Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at .

Keywords: Nationwide, Des Moines , Analyst, IT Operations, Professions , Des Moines, Iowa