Sr Analyst, Technology Practitioner (Technology Operations)

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

Provide high-visibility, customer-facing technology support for walk-up and queue-based issues for associates in the Des Moines Tech Lounge. Troubleshoot endpoint and login/performance problems, manage ServiceNow ticketing with SLA discipline, and support device lifecycle tasks like laptop setup, replacements, and new-hire configuration. Execute Level II ITSM processes, coordinate with Level III teams for complex incidents and change validation, and assist during business continuity events.

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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 high-visibility, customer-facing technology support for walk-up and queue-based issues for associates in the Des Moines Tech Lounge. Troubleshoot endpoint and login/performance problems, manage ServiceNow ticketing with SLA discipline, and support device lifecycle tasks like laptop setup, replacements, and new-hire configuration. Execute Level II ITSM processes, coordinate with Level III teams for complex incidents and change validation, and assist during business continuity events.
Location: Des Moines
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 repair, reconfigure, replace, or redeploy actions.
  • •Manage queue-based support work with accurate notes, routing, SLA discipline, and closure practices.
  • •Support laptop setup/replacement, new hire setup, upgrades, Windows and Microsoft apps, and general tech guidance.
  • •Execute Level II technical support and collaborate with Level III for complex incident mitigation, change validation, and business continuity events.
Travel: Low travel

Pay and Benefits

Salary: USD 69,500 - 103,500 annually
Perks:Health InsuranceDentalVisionLife Insurance401kPension

Key Requirements

  • •2+ years of technology experience developing and implementing a routine solution.
  • •1+ year of experience using troubleshooting to fix a problem.
  • •Undergraduate studies in computer science, management information systems, or a related field preferred.
  • •Strong knowledge of planning, management, and execution frameworks (Accelerated Solutions Deliver).
  • •Effective communication skills and ability to influence, negotiate, and set priorities.
Experience:2+ yearsIT supportIT Service Management (ITSM)Endpoint troubleshootingCustomer-facing support
Education:Bachelor's
Skills:Customer service judgmentCommunicationInfluencingPriority settingProblem-solving
Tech Stack:WindowsMicrosoft 365ServiceNowIT Service Management (ITSM)AWSAzureScriptingSecurity

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
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn