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!

　　Key Responsibilities:

　　Leading change projects with a lens on how people experience change at an individual level as well as an organizational level

　　Designing, creating, and delivering project focused organizational communications

　　Evaluate and ensure impacted stakeholder readiness Technology related changes

　　Defining and using success metrics and monitoring change progress, adjusting as needs change

　　Evaluates the effectiveness of performance solutions against established metrics in meeting organization's plans, goals, and strategies

　　Develops or aids in the design of evaluation/survey tools

　　Consults with business leaders to create and manage SharePoint sites

　　Manages learning content curation process for department

　　Designs and develops learning solutions to meet identified performance gaps for all levels of associates and management

　　Leads learning & performance related projects which may include skill-based assignment, IT training initiatives and team effectiveness

　　Partners and consults with business leaders to analyze performance gaps and solutions consistent with business needs, learning department goals and corporate strategies

　　The Ideal Candidate will have:

　　Presentation, written, and verbal communication skills

　　Knowledge of people change management concepts and approaches, excellent communication, presentation, and visual design skills, ability to work across multiple teams to drive results

　　Practical application of organization change management

　　Knowledge of needs analysis practices

　　Design and delivery of professional and technical e-courses

　　LMS Administration

　　Video production knowledge

　　Ability to relate to and translate technical concepts into clear learning content

　　Design and development of learning measurement instruments

　　SharePoint site design and development

　　Comfortable around business leaders

　　Ability to learn on the fly

　　Negotiate and problem solve to resolution

　　Interpersonal savvy required

　　Compensation grade E4

　　Job Description Summary

　　If you’re passionate about delivering technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Our 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!

　　The Technical Services Practitioner supports and maintains applications and infrastructure across all environments. You play a vital role in fulfillment of IT Service Management (ITSM) processes.

　　You’ll collaborate with individuals across many professional roles (e.g., Technology Application Development, Technology Analysis, Information Risk Management (IRM), Technology Engineering) and teams (e.g., Application Products, Delivery Lines, Technology Operations, IRM, Infrastructure Products, Project Managers, Infrastructure Partnership Leaders (IPLs)) to execute tasks and contribute recommendations based on operational observations, production and test performance/environments and end user needs/requirements.

　　Job Description

　　Key Responsibilities:  

　　Performs work in adherence with IT Service Management best practices.

　　Develops standard, repeatable production runs, creating all appropriate job control language, scheduling scripts and standard documentation; partners with other support organizations to set up and execute.

　　Supports delivery teams in their release activities and engages in critical situations.

　　Ensures currency of data in configuration management tools.

　　Maintains currency of license keys and adherence to contract license usage.

　　Administers security vulnerability remediation.

　　Monitors end-to-end production business, flows, paying special attention to completion of batch flows as well as those with financial impact to ensure data currency.

　　Installs complex software upgrades and configures changes, including planning and scheduling, testing and coordination.

　　Supports test environments, including code moves, file creation, special batch run creation, configurations changes, batch flow monitoring, online support and include the refresh of test data if needed.

　　Proactively and reactively manages processing events to meet Nationwide’s internal and external commitments.

　　Delivers application functionality and services against defined Service Level Agreements (SLAs) and Operating Level Agreements (OLA).

　　Maintain operational knowledge of platforms, technologies and applications.

　　Conducts application or infrastructure production reporting/analysis and technical support services.

　　Communicates status of issues/incidents (including business impact) to allow for immediate response to service disruptions. Communicates root cause analysis and critical situation findings to Technology leaders.

　　Assist research of end user issues with technology solutions.

　　Executes Level I and/or Level II technical support for hardware and software application configuration, incident management processes, monitoring, and knowledge management. 

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

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

　　Provides on-site support during Business Continuity and Catastrophic (CAT) related events, including infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support.

　　May perform other responsibilities as assigned.

　　Reporting Relationships: Reports to Manager or Director, Technology Partner 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: Strong 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 Vice President and Human Resources.

　　Values:  Regularly and consistently demonstrates Nationwide Values.

　　Job Conditions:  

　　Overtime Eligibility: Exempt (Not Eligible)

　　Working Conditions: Normal office environment. Non-standard or extended work may be required based on project 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.