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! 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.
Candidate must be willing to do on call rotation across the team for off-hour support, including weekends.
This role will work a hybrid schedule coming into the Columbus, Ohio or Des Moines, Iowa office 2 days per week on Tuesdays & Thursdays. Remote internal candidates will also be considered.
This will be an individual contributor role on the Enterprise Change Management team under Technology Operations. The Specialist will support S&I and Business Area delivery capabilities as a technical focal point for Change management coordination as well as performing a variety of Change governance tasks. This Specialist role will be required to understand the technical content of IT changes and act to ensure technical dependencies are considered in all aspects of the infrastructure and application change & release management processes.
The ideal candidate will have:
3+ years of diverse experience in a large-scale mixed-platform IT organization
Functional expertise in IT Service Management, with a focus on Change Management
Broad technical proficient in Infrastructure and/or App Development with the ability to take complex technical data and assess for impacts
Broad technical proficiency in ServiceNow, SharePoint, Power BI, Microsoft Teams, PowerApps, Power Automate, and other Microsoft 365 tools; applicable AI technology experience is a plus
Strong communication and presentation skills, with the ability to translate complex data into actionable insights for diverse audiences including leadership
Proven relationship-building and stakeholder management across business and technology teams
Self-motivated and adaptable in ambiguous environments; demonstrates thought leadership and organizational agility
Solid organizational agility skills – the ability to take complex sets of data and present it in a format consumable by a broad audience, including Leadership
DevOps, Agile, Lean, and Continuous Improvement Mindset
Nationwide Business Acumen and general understanding of how Nationwide is structured
Key Responsibilities Include: (but are not limited to):
ServiceNow - Change Processing, Assessment Triage, Reporting, and Dashboards
Serve as a Subject Matter Expert in Change Operations, Governance, and process improvements
Perform governance activities related to Change Management, including oversight of Change and Problem Task workflows, Root Cause Analysis documentation, standard template management, and trend analysis to identify patterns, ensure compliance, and support continuous improvement initiatives
Partner directly with IT teams to advise, coach, and collaborate on improving Change process adherence—enabling fast, safe delivery while minimizing major incidents and promoting operational stability
Facilitating Meetings – Responsible for creating CAB agendas, leading meetings with punctuality and authority, and documenting minutes. The facilitator is expected to demonstrate leadership by effectively guiding discussions and decision-making, regardless of attendee level or engagement.
Metrics & Reports – Creating Monthly Operations Reports (Dashboards and PowerPoints)
General Documentation Maintenance (Knowledge Bases, Procedural Documents, Etc...)
Automation & Workflow Mgmt (PowerApps, SharePoint & Power Automate)
Potential for Citizen Development opportunities
Assist in the coordination and communication of NWT Stability Events
Experience or knowledgeable in Change, Release, Deployment, Incident, and Problem Management processes
The ability to educate technical teams and/or individuals on Nationwide’s IT best practices, policies and processes
On Call Rotation responsibilities
Other duties as needed
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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!
The Technical Services Practitioner supports and maintains applications and infrastructure across all environments. You perform a variety of technical services in support of applications and infrastructure and play a vital part 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:
Executes work in adherence with IT Service Management best practices.
Identifies, designs and assists in implementing opportunities to standardize operational environments.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Designs and develops standard, repeatable production runs; creates all appropriate job control language; schedules scripts and standard documentation; and partners with other support organizations to set up and execute.
Executes process improvements through optimization, enhancements and implementation of new operational features and functions.
Provides consultation and support to delivery teams in their release activities.
Engages in critical situations.
Ensures currency of data in configuration management tools.
Maintains adherence to contract license usage.
Provides data-driven decisions by delivering operational metrics and by analyzing operational data to identify trends and potential problems.
Analyzes, designs and reports operational data and makes continuous improvement recommendations.
Delivers operational overview documentation and metrics with insights and analysis.
Maintains operational knowledge of platforms, technologies and applications.
Coordinates with others to allow for immediate response to service disruptions. Communicates root-cause analysis and critical situation findings to Technology leaders.
Drives research of end user issues with technology solutions.
Provides oversight to ensure planning and coordination of enterprise release activities occurs.
Executes Level II and III 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.
Serves as technical and process escalation for team members.
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: Four years or more 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.
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.
We currently anticipate accepting applications until 09/19/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.
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.
This position could be filled within any of the lower 48 U.S. states.Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.
For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf
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.The national salary range for Specialist, Technology Services Practitioner : $84,000.00-$173,000.00The expected starting salary range for Specialist, Technology Services Practitioner : $93,500.00 - $139,500.00
