Specialist, Technology Services Practitioner (ServiceNow ITSM)

Specialist, Technology Services Practitioner (ServiceNow ITSM) Location: Ohio - Columbus, Three Nationwide Plaza 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 will work a hybrid schedule coming into the Columbus, Ohio, Des Moines, Iowa, or Scottsdale, Arizona office 2 days (Tuesday & Thursday) per week. Remote internal associates may also be considered. The successful candidate will focus on internal development within Technology Operations supported tools and possesses some of the following competencies: General understanding of IT Service Management processes and best practices (Event, Incident, Problem, Change, Configuration Management, etc.) Ability to conduct requirements gathering and thorough vetting of goal state solutions Challenges the status quo and has a continuous improvement passion Action oriented – self starter Prioritize tasks and requests based on urgency and value driven outcomes Technical Acumen in several Technology Domains Ability to work on complex issues in a team setting Focused on improving development turnaround times Proven decision-making, troubleshooting, and problem-solving skills Responsive, Reliable, and Dependable delivering on commitments Quality and delivery/execution focus (plan, design, create, test, review, etc.) Additional preferred skills/background: In this role, you will be asked to focus on the data-driven analysis that leads to continuous improvement identification and execution Flexibility – open minded and considers new ideas, strategies, and approaches Organization and prioritization focus Strong communication skills (written and oral) #LI-AC1 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 06/05/2026. 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. Additional Locations: Arizona - Scottsdale, 18700 North Hayden Road, United States - Remote, Iowa - Des Moines, 1100 Locust Street