Key Responsibilities will include:

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

• Establishing relationships with executive sponsors and project managers

• Analyzing project-related impacts

• Creating project focused Change Management strategies

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

The Ideal Candidate will have:

• Knowledge of people change management concepts and approaches, excellent communication, presentation, and visual design skills, experience working across multiple teams to drive results, and the ability to think strategically

• Thought leadership and the ability to collaborate with business leaders and project stakeholders to develop, implement, and sustain technology changes that enable business goals

• 2-5 years of experience in corporate communications, marketing, and visual design

• Prosci Change Practitioner, ACMP, or other OCM Certification preferred

• PMP or similar Project Management Certification a plus

• Bachelor’s degree or equivalent business experience

Compensation grade G4

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. If you aspire to be a part of an Industry-leading technology workforce that embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results for Nationwide, then we want to hear from you!

The Technical Services Practitioner supports and maintains applications and infrastructure across all environments. You’ll perform a variety of technical services to support applications and infrastructure. You’ll 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 complex work in adherence with IT Service Management best practices.

• Identifies, drives and assists in the implementation of opportunities to standardize operational environments.

• Drives moderate to complex processing improvements through optimization, enhancements and implementation of new operational features and functions.

• Consults in critical situations.

• Executes data-driven decisions by delivering operational metrics by analyzing operational data to identify trends and potential problems.

• Creates and analyzes 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.

• Executes multiple, non-standard technical support requests.

• Conducts research of end user issues with technology solutions.

• Provides oversight to ensure planning and coordination of Enterprise Release activities occurs.

• Coordinates and facilitates with Incident Management and Resolution teams to allow for immediate response and resolution to service disruptions. Communicates service disruption status, root-cause analysis in support of the problem management process and critical situation findings to Technology leaders and teams.  

• Executes Level II and III technical support for hardware and software application configuration, incident management processes, and knowledge management.  

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

• Provides on-site expert 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 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: Six 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 needed. Insurance/financial services industry knowledge 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.