Sr Analyst, Technology Practitioner (Technology Operations)

Nationwide
Columbus
Workplace: OnsiteFull timeUSD 69,500 - 103,500 annuallyFunction: Communications, PR & CommunityExperience: 2+ yearsEducation: bachelorsSkills: ["Customer service judgment","Communication","Priority setting","Influencing","Advocacy"]

Provide hands-on Tech Lounge support for walk-up and queue-based technology issues for associates in Columbus, including hardware break/fix, laptop setup/replacement, login and performance troubleshooting, and software support. Triage endpoint problems using structured troubleshooting and ITSM practices, maintain accurate ServiceNow ticket notes and SLA discipline, and coordinate with Level III/Incident Management partners to resolve or escalate incidents. Support onboarding and proactive improvements.

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FursaFursa
Nationwide
Nationwide
15 hours ago

Sr Analyst, Technology Practitioner (Technology Operations)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide hands-on Tech Lounge support for walk-up and queue-based technology issues for associates in Columbus, including hardware break/fix, laptop setup/replacement, login and performance troubleshooting, and software support. Triage endpoint problems using structured troubleshooting and ITSM practices, maintain accurate ServiceNow ticket notes and SLA discipline, and coordinate with Level III/Incident Management partners to resolve or escalate incidents. Support onboarding and proactive improvements.
Location: Columbus
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

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.
  • •Perform Level II support for laptop setup/replacement, new hire setup, upgrades, Windows and Microsoft apps, and general tech guidance.
  • •Collaborate across teams and coordinate with Level III and Incident Management to help mitigate incidents and validate change activities.

Pay and Benefits

Salary: USD 69,500 - 103,500 annually
Perks:Health InsuranceDentalVisionLife InsuranceDisabilityPaid LeavePaid Holidays401kPension Plan

Key Requirements

  • •2+ years of technology experience developing and implementing routine solutions, plus 1+ year of basic troubleshooting experience to fix problems.
  • •Ability to perform Level II technical support for hardware and software configuration using incident management and knowledge management processes.
  • •Experience using IT Service Management (ITSM) best practices and maintaining operational/knowledge documentation.
  • •Strong customer service judgment, including setting expectations and determining when to repair, replace, reconfigure, or escalate.
  • •Undergraduate studies in computer science, management information systems, or a related field (preferred).
Experience:2+ yearsInformation technologyIT service managementFinancial services
Education:Bachelor's in computer science, management information systems or a related field
Skills:Customer service judgmentCommunicationPriority settingInfluencingAdvocacy
Tech Stack:WindowsMicrosoft 365ServiceNowIT Service ManagementIncident managementKnowledge managementAWSAzure

Company Brief

Nationwide
Nationwide is a mutual insurance and financial services company offering auto, home, life insurance, retirement planning, investments, and banking products for individuals and businesses across the United States.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Columbus, United States
Founded: 1926
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