Technology Engineer Specialist

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.

The Technology Solutions Specialist leads and coordinates strategic and operational activities across PC Services to ensure alignment with ITSM governance, continuous improvement methodologies, and Corporate Technology & Workplace objectives.

This role owns critical service processes, manages the Asset Management/Inventory Management (TechStock) catalog and interface with Internal User-Facing System (MyTech), partners deeply with the PC Services Org (Build Center) and global teams, and consults with stakeholders across the enterprise to define, mature, and advance processes related to inventory, asset management, and sustainability metrics. Additionally, this role maintains and evolves Internal process and procedural documentation (RunBook) for the Build Centers (including Nationwide India Office) and documents end-to-end process maps supporting PC Services lifecycle operations.

This position would benefit from beginning onsite five days per week to learn processes and collaborate closely with the team, who work 100% in the office. After the initial learning period, there will be an opportunity to transition to a hybrid schedule of three days in the office.

Key Responsibilities

Knowledge & ITSM Governance

• Own and maintain the team’s Knowledge Article repository, ensuring alignment with ServiceNow and ITSM standards.
• Serve as Process Owner for Service Request and Catalog; manage lifecycle documentation for configuration items (CIs) in ServiceNow.

Continuous Improvement (CI)

• Apply Lean, A3, and Six Sigma methodologies to streamline workflows and eliminate operational waste.
• Lead cross functional CI initiatives, including workshops to identify and implement process enhancements as well as train other team members.

End-to-end Process Mapping

• Document end-to-end process maps for PC Services processes: provisioning, refresh cycles, Build Center operations, and more.
• Collaborate with engineering and delivery teams to ensure alignment across functional areas.

RunBook & Operational Readiness

• Create, maintain, and enhance RunBooks for Build Center operations—including global sites—supporting onboarding, refresh cycles, DR readiness, and operational consistency.

Tech Stock Catalog Management

• Manage the Tech Stock catalog, including Role Based Access Controls, permissions, and auditing.
• Define and maintain catalog structures supporting MyTech interface, inventory, asset tracking, and fulfillment processes.

Liaison & Stakeholder Engagement

• Act as primary liaison between Asset Management Provisioning and other cross-functional teams.
• Consult with Nationwide departments to understand service requirements and translate them into actionable technical and operational plans.
• Support global enablement and coordinate operational impacts, resource planning, and escalations.

Inventory & Asset Management Integration

• Document requirements for inventory and asset lifecycle systems, ensuring ServiceNow integration and alignment with sustainability goals.
• Track and report hardware lifecycle sustainability metrics including energy usage and ewaste reduction.

ServiceNow Integration

• Serve as the ServiceNow liaison for PC Services, coordinating dashboards and changes
• Own and build request catalog items in ServiceNow, ensuring alignment with operational models and enterprise reporting needs.

Required Skills & Certifications

• ITIL Practitioner, CASM, PMP, Lean IT, Six Sigma Black/Green Belt (preferred).
• Strong experience with ServiceNow, CMDB, CI lifecycle management, and ITSM frameworks.
• Proficiency with Agile, SAFe, and Operational Excellence methodologies.
• Expertise in PC Lifecycle, Tech Stock, PC as a Service, Intune, 1E, inventory/asset management, and process mapping.
• Strong process mapping and procedural documentation (3+ years) capability and global enablement experience. 

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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 Technology Engineer delivers standard and custom supportable technology products based on Nationwide’s architectural standards, technology roadmaps, industry trends and business requirements. You’ll be focused on collaboration, data, systems, storage, middleware, network, security and contact center technology products. You’re also accountable for the operational aspects and management for the above products in accordance with the business requirements and defined service level agreements (SLAs).

Job Description

Key Responsibilities: 

• Creates and implements standard builds/templates for all technology platforms.

• Drives requirements to meet current and future needs, tracks and reports capacity postures.

• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.

• Analyzes reports and delivery recommendations to remediate capacity issues.

• Implements capacity enhancements.

• Designs standard and custom technology solutions for business partner projects, including pre-production testing, performance tuning, handoffs and certification.

• Delivers technology/product optimization, migrations and management, including technology/product design, planning, power and environmental management.

• Collaborates with others to develop meaningful metrics that drive fact-based decisions on a given product/environment/solution.

• Conducts proactive system maintenance, disaster recovery planning, data backup and recovery as well as inventory, configuration and utility product management.

• Executes production engineering processes, incident management, root cause analysis, problem management, change management, release management and knowledge management.

• Provides production support for all technology platforms.

• Provides oversight for technical labs and development environments.

May perform other responsibilities as assigned.

Reporting Relationships:  Reports to Manager/Director Technology Engineering Manager/Technology Product Manager.

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 of experience with moderately complex integrated solutions and an ability to develop and modify existing solutions for specialized needs. Experience with automation of solution configurations deployment and with system management processes and tools. Experience with concepts and solutions: IaaS, PaaS, SaaS and Package Solutions.

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