Sr Analyst, Technology Analyst (Contact Center Technology)

Job Overview 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, Nationwide’s Technology team could be the place for you. 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. In this role on the Navigators line within Contact Center Shared Technology, you will partner with our Product Owner and Product Analysts to groom our backlog of Genesys Cloud IVR/routing work and Customer & Associate‑facing capability uplift, facilitate Front Door Meetings, and create user stories that enable 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. Our industry‑leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. Key Responsibilities Partner with the business and other technology professionals to understand business needs and outcomes. Translate business outcomes into solution requirements. Apply secure software and systems engineering practices throughout the delivery lifecycle to ensure data and technology solutions are protected from threats and vulnerabilities. Execute requirements and ensure business alignment using facilitation and visual management techniques. Document and clarify work products and requirements. Provide basic to mid‑level analysis skills related to understanding and meeting business outcomes. Work 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). Conduct quality improvements by providing analysis of relevant data. Typical Skills and Experiences Education: Undergraduate studies in computer science, management information systems, or a related field is preferred. Experience: Three years of relevant work experience, including software delivery or educational experience within a technology domain, and experience delivering technology or business solutions across industries, platforms, or lines of business within the insurance and/or financial services industries. Knowledge, Abilities and Skills: Strong analytical and communication skills, knowledge of planning; ability to influence, negotiate and set priorities. Insurance/financial services industry knowledge is a plus. Other criteria, including leadership or technical skills, competencies and experiences, may take precedence. Reporting Relationships Reports to Technology Manager or Director. Job Conditions Overtime Eligibility: Exempt (Not Eligible). Working Conditions: Normal office environment, 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. 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, paid holidays, Lifetime paid time off, Unity Day paid time off, 401(k) with company match, company‑paid pension plan, and business casual attire. Equal Employment Opportunity 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. Salary Range The national salary range for Sr Analyst, Technology Analyst: $76,000.00–$143,000.00. The expected starting salary range: $76,000.00–$115,000.00. #J-18808-Ljbffr Nationwide