Sr Analyst, Technology Analyst (Contact Center Technology)

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 does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program. This role on the Navigators line within Contact Center Shared Technology will include partnering with our Product Owner and Product Analysts to groom our backlog of Genesys Cloud IVR/routing work, and Customer and Associate-facing capability uplift, facilitate Front Door Meetings (intake requests to the line), and create user stories that will enable our engineers to develop with the customer experience in mind. Experience with using AI in the requirements gathering process is desired. 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 Analyst you will partner with the business to understand business needs and outcomes as well as provide all types of analysis skills related to understanding and meeting business outcomes. You will translate business outcomes into solution requirements using techniques such as facilitation and visual management. A Technology Analyst should have broad technology and analysis experience including: facilitation with large stakeholder groups, managing the complete requirements lifecycle, conducting structured analysis using both quantitative and qualitative techniques, analyzing data and application suites, and problem-solving using a collaborative style. Technology Analysts are engaged in work efforts at all scales ranging from minor defect fixes and enhancements to development of new applications. You will also work on all types of solution approaches (e.g. custom development, package implementation) and domains (e.g. all application types, data warehouses, Web, and Cloud). Job Description Key Responsibilities: Partners with the business and other technology professionals to understand business needs and outcomes. Translates business outcomes into solution requirements. Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities. Executes requirements and ensures business alignment using facilitation and visual management techniques. Documents and clarifies work products requirements. Provides basic to mid-level analysis skills related to understanding and meeting business outcomes. Works with others to verify, trace and manage functional and non-functional requirements. Possess the technical skill to understand the applications used to support the business in a specific Business Solution Area(s) (BSA). Conducts quality improvements by providing analysis of relevant data. May perform other responsibilities as assigned. Reporting Relationships: Reports to Technology Manager or Director. 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. Experience: Three years of relevant work experience including software delivery or educational experience within a technology domain. Experience with delivering Technology and/or business solutions across industries, platforms and/or lines of business (LOB) within the insurance and/or financial services industries. Demonstrated capability in managing the requirements lifecycle, including facilitation, elicitation, and documenting requirements. Knowledge, Abilities and Skills: Strong analytical and communication skills, knowledge of planning. Ability to influence, negotiate and set priorities needed. Insurance/financial services industry knowledge a plus. Other criteria, including leadership or technical skills, competencies and experiences may take precedence. Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner. Values: Regularly and consistently demonstrates the Nationwide Values. Job Conditions: Overtime Eligibility: Exempt (Not Eligible). Working Conditions: Normal office environment. Some travel maybe 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. Benefits We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here. Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law. NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means. Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule. The national salary range for Sr Analyst, Technology Analyst : $76,000.00-$143,000.00 The expected starting salary range for Sr Analyst, Technology Analyst : $76,000.00 - $115,000.00 At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're a great place to work, too, and let us know – can you see yourself at Nationwide? Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.