Specialist, Bus Consulting -Application Administration-Office of Customer Relations

If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!

This is compensation Grade F3

Responsibilities: 

•             Timely and defect-free delivery of IT project deliverables.

•             Create and conduct UAT testing and appropriate system testing

•             Lead outage resolution, ticket set up, and management of IT issues. Demonstrate proactive approach by escalating to IT managers, asking questions, and seeking answers to support users in

•             Fully support OCR suite of tools          

•             Support OCR users with consultation for outages, IT/Break Fix, and helping users with IT issues

•             Perform as SME between OCR and IT – knowledge of OCR process (technical and user-based workflow) to be able to translate requirements to IT for successful project delivery, mitigate risks, resolve incidents, vendor relationships, attend daily IT huddles and iteration planning meetings to represent OCR deliverables)

•             Monitor and expand technical SME knowledge for OCR – reviewing technology communications, summarizing impact to OCR (if any), and communicating key messages to leadership to share with teams to create awareness

•             Document break/fix issues to hold IT and vendors accountable for timely resolution per SLAs

•             Understand support model and execute accordingly in SaaS model

•             Identify process improvements in daily work and update processes

•             Maintain documentation for key support activities, and back up train where appropriate others to help assist in your absence

Job Description Summary

We are a versatile group of individuals, working together to meet the needs of our customers. We value knowledge, strong business savvy and contributing to a stellar team dynamic. If you thrive in a busy, engaging work environment, we want to know more about you!

As a Specialist, you'll act independently or as a member of a team responsible for devising and modifying procedures to tackle simple to moderately complex business problems. You will participate in ongoing process modeling, analysis and design efforts and provide basic business performance management, organizational design and business risk management capabilities to formulate pragmatic and measurable business transformation plans.

Job Description

Key Responsibilities:

• Partners with management and peers to transform businesses through the strategic application of people, processes and technology. Participates in the planning process by identifying complexities, dependencies and redundancies.

• Participates in business process analysis/design, needs assessments and cost/benefit analysis to align solutions with business strategies and directions. Participates in creating business-specific technology plans. Consults with functional groups within Nationwide Technology and internal business clients to develop short- and long-term business transformation plans. 

• Develops and implements business processes and procedures. Responsible for communicating to customers, management and external sources.

• Identifies the critical elements of a business process that need to be monitored. Reports performance in a cohesive manner. 

• Participates, as a team member, in analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture. Provides significant contribution in executing department-level change.

• Trains customers on business, technological, societal and environmental trends to support strategies for improving business performance.

• Facilitates evaluation and research of new and existing products, procedures and/or workflow needs associated with business systems for the company. Evaluates new technological developments and evolving business requirements and recommends appropriate systems alternatives and/or enhancements.

• Assists in the development and implementation of compelling business cases to accomplish business objectives. Assists with the identification, assessment and mitigation of business risks associated with the current operating model and/or desired target state operating models.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager/Director; this is an individual contributor role.  

Typical Skills and Experiences:

Education: Undergraduate studies in business, insurance, mathematics, computer science or related field preferred. 

Experience: Five plus years of progressively more responsible experience in business consulting and business process analysis and design, performance improvement, problem solving, planning, coordinating and organizing. Project management experience is preferred. Experience with process re-design methods and tools.

Knowledge, Abilities and Skills: Proven knowledge of standards, methodologies and frameworks, business process management and technology. Sound knowledge of a variety of tools, concepts and techniques. Understanding of new technologies and developments in the technology industry and their application. Detailed knowledge of systems development life cycle. Knowledge of project management concepts and techniques are required. Knowledge of facilitation, performance management, organizational design and organization change management. Ability to lead large or sophisticated projects. Effective communication skills and ability to deal with ambiguity.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not eligible)

Working Conditions: Normal office environment. Extended work hours may be required based on workload. May require occasional travel.

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

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